HCL - Specialist - Customer Experience Centre

We are looking for the Customer Experience Centre specialist.

Job location: Noida

Experience : 7-14 years

What we are looking for :

At HCL Technologies Ltd. the CEC takes Customer Experience to a new level by setting a Customer Experience Centre (CEC) at Chairman's Tower in SEZ campus at sector 126, NOIDA. The vision for HCL's Customer Experience Centre is to create an engaging experience which is only one of its kind for visiting prospects / existing customers to showcase HCL: the company, the brand, its innovations and people.

We are looking for a competent go-getter to oversee and organize Client Visits at the CEC across deal pursuits, key delegations as well as other strategic external Target Audience. An enthusiastic seasoned person with fresh ideas and organizational skills required for managing the entire experience right planning to running the actual day itself and, the post-event evaluation.

The role demands a blend of strategic thinking while being hands on and often involves working as part of a team and/or collaborating with different teams in and outside the organization. Good managerial skills are a must as the candidate will be responsible for team management, vendor management, handling internal coordination, strictly following all processes as per company policy. The role being a strategic one offers high visibility amongst leadership with specific focus on business side.

Please find detailed JD mentioned below:

1. Communication fluency & understanding

- Excellent in English language (spoken & written)

- Has effective interpersonal skills

- Has to be an excellent Brand Evangelist who can understand HCL's value propositions, products & services and create a relevant storyline to take the visiting delegate through the journey.

- Technically sound and interest in marketing and brand activities in general

- Understanding of Physical infrastructure management

- Work along-with multiple departments and with Senior Leadership

- Able to manage big projects

- Willing to travel domestic and international

- Target-oriented

- Able to work under very stiff timelines

- Able to develop Executive connects based on the value created by the CEC that can generate revenue and referrals by HCL's Business leaders

2. CEC Visit Management:

- Responsible for Overall Management of CXO level Client Visit, this includes Planning, Execution & Implementation by creating value for each customer i.e. beyond logistics and Hospitality across HCL offices.

- Ensure that the CEC is up and running with zero downtime

- Upkeep & maintenance of basic Hygiene factors & physical/ technical infrastructure of the CEC

- Analysis of visits and driving penetration for enhanced usage by relevant stakeholders

- Based on the Visit Feedback & business requirement work on a content Calendar with Content Marketing team and develop business relevant content

- Increase CEC Visibility & CEC Customer Visits

- Come up with new innovation on refreshing the CEC storytelling with using the internal products and solutions of HCL

- Based on the visits handled and also research across other such centers and develop the best practices handbook for CEC .

3. Business Understanding and future expansion

- Have a complete understanding of the HCL's Business, product and Value proposition

- Be up to date on HCL's News & Competition as well across every aspect and geographies

- Suggest the additional content (that can be developed), Heat Map of the Technologies & also sync up with the other Labs the Client is visiting to have a streamlined storytelling and messaging across the visit.

- Ensure CEC's relevance and help in constant updation / innovations across infrastructure, technology, content as well as targeting global presence

4. P&L Management:

- Ensure that CEC has an YoY increase in penetration specially in HCL's strategic Accounts & CEC's involvement in Large deals

- Chargeback to the respective Teams for the CEC should be up to date and as per finance & audit processes

- Ensure that the Annual CEC financial targets are met

5. Vendor Management:

- Regular QC & Feedback and transparent ways of operations and ensuring that the 3rd Party vendors follow TAT & Quality standards

- Identification of new vendors along with the qualified internal HCL Team & whet & get them empaneled after due diligence from procurement if required (during Annual renewals if required)

- Timely closure of invoices & adhering to the processes as defined in the policies

- Regular monitoring of all major & minor expenses very closely to ensure that all expenses incurred on operations will be justified to services taken against it.

- Planning & Implementation of various cost saving plans without compromising the standards.