Head - Customer Experience - BPO - IIT/IIM/ISB/XLRI/BITS

- Responsible for delivering an un-matched awesome experience to all customer queries through in app features, bot based chat solutions, online and offline service desks

- Work with the IBL and internal team to design and execute the customer service processes

- Team Structure: Managing Customer Care, Telesales, Operations Team, Delivery Team etc

- 3 to 7 years of experience, ability to solve consumer facing communication problems

- Ideally should have been a business analyst, in consulting or customer care design role

- Coordinate with their Customer Experience Specialists (CES) for all action plans, schedules and activities

- Organize activity between CES team and Field Operations Team for all action plans, schedules and activities

- Coordinate and communicate with all necessary participants on the schedule, reports, strategies and activity for improved customer advocacy

- Review, approve and manage submitted action plans and best practices from entire region

- Work with field operations to develop, train, and mentor the area managers, that call on dealers on a daily basis, in the field for enriched dealer contacts on CEI

- Analyze acquired data and local reporting for the BC and area managers

- Manage, upload and oversee CEI share point material for your region

- Work with regional team and dealership management to support the positive change for the consumer's experience in dealerships across the country

- Actively participate in CES and area manager dealer contacts to assist with improvements in target dealerships

- Coordinate and lead all follow-up activities following completion of initial contacts in each dealership

- Coordinate and lead FIAT dealer CEI development

- Communicate customer experience initiatives, programs and rankings to BC personnel and dealer body