Position : Customer Care Manager (Pan India Role)
Reporting to : Director - Marketing
Relevant experience : min 10 years
Preferred Industry : FMCG / FMCD
Job Location : Mumbai - Corporate office
Job Objective :
Develop and deploy systems that drive customer delight and manage consumer (end consumers and corporate) complaints in an effective and efficient manner
Key Responsibilities :
a. Consumer Care Planning:
- Understand business priorities and draw implications of it on improving consumer care capabilities, processes and systems
- Develop annual plan and budget for consumer care support activities and monitor adherence to the same
b. Complaint Management:
- Define a national consumer complaint management process and drive adherence to the same
- Guide team to operationally address consumer complaints as per the service level standards (SLA)
- Liaise with the respective regional sales and distribution team to determine root cause for the complaints
- Propose action plans to ensure the same set of complaints are not repeated
c. Consumer Experience:
- Develop guidance on improving the quality of experience across consumer's journey with Bisleri brand
- Engage with Sales and Operation teams at regions and branches to operationally execute it
Operational Excellence:
- Develop and maintain detailed documentation and MIS reports associated with customer complaints
d. People Management
- Provide inputs for the annual manpower plan and function budget in consultation with Director - Marketing and Head - HR & Admin
- Drive a culture of performance amongst subordinates - set goals, review and manage performance, guide and counsel and provide feedback on performance so as to drive an engaged, motivated and committed team
- Develop the capabilities to take on higher responsibilities while performing the given/in-charge responsibilities at various levels within the functions
- Participate in succession planning and recruitment of critical Senior & Middle Management positions within Marketing
- Oversee training of teams to meet the requirements of the role
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