Head of Department Consumer Care

Job Purpose:

To drive the consumer care services and propositions and customer satisfaction for Consumer Products and Lighting business while overseeing the overall performance of the department.

Key Responsibilities:

- To develop customer care strategies and policies that can support the future growth of the company with servicing at its core.

- To drive the team towards achieving greater standards of customer delight.

- To interact with internal and external customers and provide critical information to Top Management as and when required.

- To monitor and control customer care related expenses.

- To ensure service reach as per company requirements resulting in deeper market penetration and reach via secondary channels & rural expansion.

- To measure, monitor and improve customer satisfaction and trade partner's satisfaction through external agencies.

- To devise initiatives for enhancing competency & skills of the team and service providers in meeting consumer service requirements.

- To drive effective spare parts management strategy with parameters like optimum use of inventory, procurement, stocking, availability of spares and call center management strategy with parameters like TAT maintenance, qualities of responses, AHT.

- To ensure team support for both NPDs and traditional products.

- Call centre management

- Digitizing the customer touch points and enhancing the experience

Education : Graduation (any) or B.E/ BTech (Electrical / Electronic) or MBA/ PGDM (any)

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