Senior Consultant at Xpert Conexions
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Customer Experience Role - BFSI/Service Sector/Retail (3-10 yrs)
Roles & Responsibilities:
- Prior experience (3-4 years) in loyalty / customer communication space (could look at industries such as BFSI, Service sectors, Retail, etc.)
- Comes with a customer-first orientation and open to work towards influencing positive customer experience across the entire journey
- Analysis and understanding of the entire customer journey and identifying apertures for interventions for improved customer engagement and communication including on-ground deployment, service enhancement to existing and prospective customer base
- Crafting segment-wise tailored communication across touchpoints like Lead nurturing, on-boarding, monthly communication interventions, developing feedback mechanism for service queries, improving customer experience and proactive communication tools via direct channels
- Using data analytics to improve customer engagement and experience through process and communication interventions.
- Detailed formulation, evaluation and implementation across interventions through multiple customer touch points
- Liasoning with external partners (communication agency and data analytics partner) for effective solutioning.
- A go-getter who can function independently on a day-to-day basis
- Proficiency in English and Hindi
- Competition mapping in terms of customer experience and solutioning not restricted to communication to customers through market intelligence.
- Liaising with internal and external stakeholders to ensure seamless delivery of business objectives in line with operations & customer service while being aligned to Marketing goals.
- Positive and optimistic outlook to business and brand, adaptable to change and ability to deliver across various work-streams.
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