Chief Customer Officer/Head - Customer Engagement - Hospitality

Job Description:

Position title: Chief Customer Officer/ Head - Customer Engagement

Locations: Mumbai (Wadala)

Department: Quality & Knowledge Management

Grade: IL-2 (Grade Description - VP, DVP or AVP Level)

Reports to: Chief Quality Officer

Purpose of the Job:

- This role is to drive a customer centric culture and customer friendly processes in the company through effective implementation of various initiatives through technology and process which can help organization improvise on business performance through customer and distributor delight.

- The position has to work with Reliance Capital line of Business Heads i.e. CEO, Customer Service Head and Quality Head and bring standardization in managing our customer service through various touch points i.e. Call Center, CRM’s, Distributors, Front Line Sales, Branches etc.

- Core focus is to drive Customer Centricity Culture and implement Best practices that the Industry can offer to its customers.

Span of Control: Not applicable

Key responsibilities:

- Formulate Strategy for Customer & Distributor Delight and best-in-class processes

- Promote customer centric culture in each Line of Business

- Design and deploy

- Customer engagement programs

- Mystery shopping initiative

- Process to capture the Voice of customer through different channels

- Measure and improve - Customer and Distributor Satisfaction Index

- Benchmark customer facing processes and satisfaction levels of all Line of Businesses with competition and achieve best-in-class

- Work towards enhancing customer loyalty towards the organization

- Support in building strong relationship with Partners through various initiatives

- Roll out effective customer segmentation and plan to target each segment with unique strategy of engagement

- Review and continuously enhance the customer communication across channels like - call centre, emails, SMS, letters etc.

- Support leaders in their role as cultural leaders in the transformation journey

- Promote cross-functional & cross business transfer of best practices

- Facilitate Knowledge Management initiatives like Best Practice sharing & replication

Specific Authorities:

- Customer and Distributor Satisfaction Design

- Audit in the areas of concern with the approval of the CEOs

- Identify improvement projects based on the performance on key customer facing parameters

- Suggest Customer / Partner related service parameter improvement and execute the same with the approval of the functions

Identify Customer Centric Initiatives for the company as per the status of process maturity in various lines of businesses

Experience:

- 10 to 15 Years of experience in service sector in handling similar profile. Preferably from hospitality sector.

Technical Competencies /Skills:

- Technical competency in Customer Engagement & change management

- Strong project management skills and ability to manage multiple stakeholders.

- Strong knowledge in Data Analysis, Measurement, Analysis and Improvement of customer satisfaction scores

Formal Qualifications:

- Masters degree preferably in Management/ Hospitality

- Bachelors degree in any discipline