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

Mumbai

Customer Care Lead - CRM - FMCG/Retail   

Customer Care Lead - CRM - FMCG/Retail    ,Job Description for Customer Care Lead - CRM - FMCG/Retail    in Kelly Services in  Mumbai for (6-12) years of experience. Apply Now!

Job Description for Customer Care Lead - CRM - FMCG/Retail    in Kelly Services in  Mumbai for (6-12) years of experience. Apply Now!