Retail-E commerce & Authorized Service Center Head A household name in the consumer durable industry is looking for Retail/Ecommerce & Authorised Service Center Service Head Category : Consumer Division Experience : Min 15 Yrs in durables industry Reporting To : National Service Head - Service Operations Location : Mumbai Education : BE / B Tech in Electronics Industry Type : Consumer Durable / Retail Industry Functional Area : Service / Customer Care Profile : - The position is responsible to cater Consumer Division Service Operations on an End-to-End platform. Work with National Service Head to implement customer service policies through the Zonal Service Heads as per directions. - Fixing ways to measure customer satisfaction and improve services levels. - Managing laid down SOPs for the retail operations. - Handling face-to-face escalations from business & trade - Reporting back on results with RCA (Root Cause Analysis) to the management. Principle Accountabilities : Service Strategy Development : - Be a part of the service strategies for Consumer Division / Field Direct Operations (FDO) to achieve service leadership. - Build service infra to increase customer satisfaction and retain customers. - Set measurable, time-bound business objectives and review progress. - Ensure overall TSat & CSat at all the Strategic Business Unit (SBUs) / Zones. Category to Cater : - Consumer Division channel - FDO channel - Health Conditioners channel thru Area Service Partner (ASPs) - E Com channel - Authorized Service Centre (ASC) channel Service Operations : - Execute service plans for the consumer sales business as per directions. - Create a technically strong team to handle field crisis. - Continuously build up the service infrastructure of the service function to ensure proactive customer service leading to enhanced customer satisfaction. - Revamp service infrastructure to meet needs of new products. - Formulate training plans and be central resources for training to continuously train CD (Business Partners) BPs/ASCs/(Health Conditioner) HC-ASPs to deliver timely and quality service. - Ensure and keep field personnel updated on product and other information to help them in being equipped to answer customer queries. - To ensure coordination with logistic timely and adequate supply of spares this would improve response time (logistic management). - Coordinate between SBUs on product quality feedback and ensure that appropriate action is affected. - Ensure control of "free of cost" replacements by monitoring consumption patterns at all CD partners. Service Force Management: - Provide direction and feedbacks to create a motivational climate, which will maximize the contribution of everyone. - Training of ASC/FDO (Service Technicians) STs - Coach and develop leaders at the SBU levels. Leveraging Best Service & CRM Practices: - Support implementation of best practices thru CRM Roles & Responsibilities : On Customer Operations : - Continuously explore new markets to plan service infra in line with sales plans. - Monitoring all the KPIs at the SBU level - Meeting with other managers to discuss possible improvements to customer service - Coordinate on training his team to deliver a high standard of customer service - Ensure revenue budgets are achieved as per assigned targets. - Retain NPS scores as per the targets. - Monitor spares movement to the SBUs as per requirements. - Follow communication procedures, guidelines, and policies of EFL from time to time - Go the extra mile to engage customers - Resolve customer complaints via phone, email, mail or social media with clear RCA analysis. On Trade Operations : - Collate the trade partners list from local sales leaders / Area Heads - Firm up the Permanent Journey Plan in line with partners sales contribute to business - Visit key top partners & record Net Promoter Score - Track Defective repairs as per the SLAs - Set process to obtain No Due Clearance from all the mapped partners with 100% business validations. Requirements : - Proven customer support experience - Track record of achieving revenue targets - Familiar with CRM systems and practices - Customer orientation and ability to adapt/respond to different types of situations. - Excellent communication and presentation skills - Ability to multi-task, prioritize and manage time effectively

Mumbai

Head - Retail/eCommerce & Authorized Service Center - Consumer Durable Firm 

Head - Retail/eCommerce & Authorized Service Center - Consumer Durable Firm  ,Job Description for Head - Retail/eCommerce & Authorized Service Center - Consumer Durable Firm  in Xperia Executive Search LLP in  Mumbai for (15-21) years of experience. Apply Now!

Job Description for Head - Retail/eCommerce & Authorized Service Center - Consumer Durable Firm  in Xperia Executive Search LLP in  Mumbai for (15-21) years of experience. Apply Now!