Head - Customer Experience - BFSI/BPO/FMCG/Telecom

Purpose :

The jobholder is responsible for articulating customer advocacy vision and strategy in order to achieve Customer Service Excellence

Main Priorities :

Strategic and Transformation :

- Articulating customer advocacy vision and strategy to achieve - Customer Service Excellence

- Building service model on - Customer Advocacy and ensure nationwide implementation.

- Creating customer experience process/ procedures and implementing business proposals accordingly.

Driving Customer Centric Transformation initiatives through various service offerings such as :

- CRM Strategy & Roadmap

- Implementation Diagnosis

- Single View of Customer

- Customer Experience Evaluation

Execution and Project Management :

- Facilitating change in customer experience and applying innovative approaches based upon analytical evidence

- Interacting with various vertical Heads to design special outreach programs/drives/campaigns for key customer engagements.

- Driving key customer engagements in India to ensure customer Advocacy and relationship management.

- Plan and schedule timelines and milestones for outreach programs using appropriate tools and delegate tasks and responsibilities to appropriate personnel

- Define project success criteria and disseminate them to involved parties throughout project life cycle

- Conduct project post mortems and create recommendations report in order to identify successful and unsuccessful project elements

Skills/ Knowledge :

- Customer service skills

- Good relationship management skills including stakeholder management

- Comprehensive understanding of finance issues, budgeting and cost benefit analysis

- Sharp understanding of Project Management methodology and techniques and translating the same into speedy and viable action.

- Commercial and business awareness

- Sound communication and Presentation skills

- Persuasive, encouraging, and motivating

- Strong interpersonal skills

Experience :

- At least 12+ years of related experience in customer management, service roles and marketing assignments

- Experience with consumer durable/ FMCG / Banking / Consumer Electronics industry would be an added advantage.

Competencies :

Strategic Capability :

- Is able to plan key strategic initiatives for the Company to achieve Net Promoter Score (C-SAT), innovation and customer engagement levels in the Indian market. Has a sophisticated understanding of the key factors influencing the business, including competitors. Has the ability to actively spot key action trends, opportunities and performance levels

Analytical Skills :

- Able to analyse business needs, understand and evaluate alternate solutions and deliver operational efficiency

Decision Making :

- Considers financials, risk and the potential impact of actions on all parts of the business

Delivering Results :

- Sets and meets challenging objectives, ensures that work group is characterized by high standards for continuous improvement in performance

Innovation :

- Creates new opportunities rather than just seizing the obvious existing ones

Relationship Management :

- Develops cooperative working relationship with Senior Management Team, Key Partners, Customers and Colleagues. Establishes rapport and a network of contacts. Draws on expertise outside of the immediate team and acts as a resource to assist other teams in delivery