As HL Care Head for HomeLane, you will own the touch points and experience of our customers post handover of the project. This includes handling customer service tickets, cross selling/up selling, generating referral leads from the existing customers. Responsibilities : Customer service tickets : - Build a team of managers, executives and technicians to ensure all service tickets are attended to - Maintain the SOP for service tickets and ensures the SLAs are met - Vendor Management: Manage and solve any day to day concerns of the factories Customer life cycle management : - Create positive google reviews for each showroom through service - Build a system of Cross sell and upsell of relevant products and services - Build a loyalty/referral program to ensure a steady pipeline of referral leads from our existing customers Supplier Management : - Ensure all warranty replacements to be accounted to the right vendor - Ensure back to back warranty with vendors - Lead & Develop Team : Coach technicians, call executives, CSR and team leaders teams to ensure smooth delivery of projects and business operations Adherence to process : Ensure that each improvement, initiative, new processes is implemented at all the delivery units P&L: - Own the P&L of customer service team - Key Performance Indicators (not exhaustive) - % of customers giving referral leads - No of google reviews - Average service ticket closure TAT - 100% adherence to 1st response within 24 hours - # sales and revenue generated through cross selling

Bangalore

HomeLane - Manager/Senior Manager - Customer Life Cycle & Loyalty Program 

HomeLane - Manager/Senior Manager - Customer Life Cycle & Loyalty Program  ,Job Description for HomeLane - Manager/Senior Manager - Customer Life Cycle & Loyalty Program  in Homevista Decor and Furnishings Private Ltd in  Bangalore for (8-12) years of experience. Apply Now!

Job Description for HomeLane - Manager/Senior Manager - Customer Life Cycle & Loyalty Program  in Homevista Decor and Furnishings Private Ltd in  Bangalore for (8-12) years of experience. Apply Now!