Excitel Broadband - Head - Customer Experience (10-14 yrs)
The role is responsible to improve overall experience at the workplace by ensuring the quality of service delivery, building a strong culture, while scaling the team and centres as the company grows! Ensure the targeted revenues are delivered thru :
a. Understanding consumer requirements and aligning product offerings to the same
b. Understanding usage behavior of customers and existing subs and maximizing their revenue delivery from them thru relevant offerings.
c. Gain market insights on consumer purchase and trade sale behavior and convert the same into revenue drivers
d. Manage revenue MIS to be able to take course corrections on revenue delivery plans
e. Retain revenue delivering subs via running customized offers while ensuring there are no out of pocket costs associated with the initiative.
KEY RESPONSIBILITIES/ ACCOUNTABILITIES :
- Responsible for enriched Customer Experience at the workplace focusing on Customer Relations and member retention at existing centres
- Starting with the Customer and working backwards, strategize and build innovative tools, designs, processes, and programs to support the rapidly changing business environment while maintaining an exceptional customer experience.
- Draw out basic operating standards across cable partners, front end associates, any client facing executives to ensure standard high quality customer experience across all our centres
- Evaluate and ensure high quality of service delivery and operations, using a combination of data analysis, innovation, processes, and strategies
- Execute business wide initiatives - Define project plans, assemble resources, manage implementation activities, and develop hybrid (standardised/customised) processes associated with customer experience program rollout and ongoing support.
- Create a collaborative environment amongst our members through exciting events and partnerships
- As an advocate for the customer ensures customer satisfaction with all touch points within the workplaces and team member/ customer interaction
- Generating creative ideas for boosting customer happiness (this may involve redesigning the working space)
- Identify new opportunities - Partner with the cross-functional business teams and CS Operations across India to assess and prioritize program needs based on rapidly changing business requirements, develop business case for new initiatives
- Manage multiple program areas in Customer Service and Operations - track delivery against program objectives and implement proposals to improve program services and efficiency.
PROFESSIONAL EXPERIENCE/ QUALIFICATIONS :
- Post Graduate with 10 years- experience in the service industry or high growth startup
- Strong inclinations/expertise of process improvements and re engineering
- Experience of driving quality management systems to improve effectiveness in teams/ processes
- Excellent people managing skills across multiple teams/locations
- Strong analytical, strategizing, problem-solving and reporting skills
- Extremely strong communication and writing skills
Excitel's Vision Statement : Excitel stands for - excitement- ; it's what you feel when the best of entertainment experiences come alive through Internet on your screen - Smart TV, Laptop, Desktop, Tablet - at the comfort of your home. Given its superior technology delivery, Excitel delivers the best-in-class wireline Broadband Internet for home. Excitel is a Brand that evokes strong passion, created by being in absolute sync with the evolving & dynamic desires, lifestyle & lingo of its target audience