Chief Manager - Customer & Channel Experience - NBFC - IIM/XLRI/FMS/MDI

Our client is one of the leading non banking financial services organisation looking to hire Chief Manager for Customer and Channel experience to be based in Chennai.

Key Responsibilities

- Establish and Enhance Omni Channel Experience for our customers, dealers & Channels

- Design and execute CRM programs to increase customer stickiness

- Customer / Dealer help desk support

a) 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/ Feedback 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

Looking for candidates with MBA from tier 1 institution

Minimum 8 years of experience in customer service and experience management

Management of omni channel experience