We are hiring for the NBFC based at Chennai location. Profile - Chief Manager - Customer and Channel experience Exp - 8 yrs min Qualification : mandatory MBA/PGDBM Location: Chennai Job Purpose 1. Establish and Enhance Omni Channel Experience for our customers, dealers & Channels 2. Design and execute CRM programs to increase customer stickiness 3. Customer / Dealer helpdesk support Key Responsibilities a) Running the Cross sell & Upsell programs i. Designing & execution of Cross sell & Upsell programs ii. Ownership of lead generation as well as conversion rates iii. For online products managing the assisted bank setup b) Omni Channel Experience for customers and channel partners i. Develop multiple touch points for customers and dealers (digital, telephonic and offline) ii. This will include the entire landscape of putting inbound / outbound / IVR solutions in place to manage Queries / Responses/ Feedbacks and Complaints. Also establishing Customer One View Practice to manage overall customer interactions with organisation through digital and other channels. iii. Ensure best-in-class IT infrastructure and resourcing for all touch points - Liaise with IT team and Customer Service / Operations team to ensure all channels are manned and trained properly on objection handling, FAQs etc. iv. Managing UX / UI and deliverables of these channels in terms of response rates and resolution rates v. Provide best in class self - service to key stakeholders - Ensure that frequently used services and queries are managed easily by stakeholders themselves through portals / apps / chatbots landscape vi. In branch / dealership experience Standardisation - Work with Brand Manager to ensure adherence to brand guidelines b) Customer / Dealer / Channel Engagement programs i. Develop and execute communication and engagement programs with customers and dealers ii. The candidate will be tracking CLTV and designing programs that improve Retention, Repeat and Referral rates. This will require candidate to provide business fulfilment team with a leads pipeline iii. The candidate will be tracking the dealer / channel performance and design programs accordingly, provide nudges to improve the engagement as well as business performance c) Customer / Dealer Helpdesk support i. Designing the process ii. Adherence of SOPs to COPC standards iii. Liaise with research & service team for process improvements projects Naina Mittal

Chennai

Chief Manager - Customer & Channel Experience - NBFC 

Chief Manager - Customer & Channel Experience - NBFC  ,Job Description for Chief Manager - Customer & Channel Experience - NBFC  in Impeccable HR Consulting Pvt Ltd in  Chennai for (8-16) years of experience. Apply Now!

Job Description for Chief Manager - Customer & Channel Experience - NBFC  in Impeccable HR Consulting Pvt Ltd in  Chennai for (8-16) years of experience. Apply Now!