07/03 Jyoti Solanki
Consultant at Kelly Services

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Customer Care Lead - CRM - FMCG/Retail (6-12 yrs)

Mumbai Job Code: 672836

Job Title : Customer Care Lead

Function : CRM

Location/Site : Mumbai, HO

Line Manager : Head, Supply Chain

Work Schedule : 5 day working

Travel Required : Sometimes

Scope : To lead and manage critical customer-facing operational activity

Team : Yes (Call centre employees)

Key Responsibilities :

- Lead inbound /outbound voice, email, chat, social media listening teams

- Ensure the delivery of effective and qualitative response to customers

- Formalize processes and document customer care manual end to end

- Lay down processes for all involved activities

- Responsible for online reputation management on social media where the brand is not actively present

- Work with inhouse /outsourced call centre team to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient operation of the call centre

- Take responsibility for the execution of SOPs for all Backoffice processes/customer complaints / escalations resolution

- Develop short and long-term plans for the call centre delivering direction, process improvement, human resource capability and organization support

- Analysing performance, highlighting problem areas and identifying improvement action

- Work on continuous improvement with focus on improving efficiency, productivity and superior service delivery with Speed and Accuracy against targets on AHT, CSAT, Occupancy

- Complete ownership of customer communications through voice, email and app notifications, sms alerts

- Actively conduct, collate and analyse Customer Feedback from research - highlight to respective Business units

- Liaise with other stakeholders (business, legal, supply chain)

- Undertake regular One-on-One meetings, team meetings, coaching and counselling

Experience and Competencies :

Education : Graduate. MBA will be added advantage

Experience :

- 6 to 7 years in FMCG / E-commerce CRM role

- Held senior CRM position last 1- 2 years

Behavioural Competency :

i. High energy

ii. Process oriented

iii. Drive for results

iv. Good interpersonal skills

- Experience and clear understanding of managing contact centres including understanding of CRM systems and prevailing technologies

- Demonstrated ability in planning and organizing in large service delivery functions

- Proven skills in managing external vendors and stake holder management

- Between 6-7 years- experience in customer service management with at least two years in managerial level and above

- Experience in FMCG / Retail service is a MUST

- Team Management and Development - Understand gaps, provide feedback, train and motivate to develop a high performing team

- Lean, Six Sigma Certification will be added advantage

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