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18/01 Poornima
Manager - HR at Landmark

Views:2043 Applications:630 Rec. Actions:Recruiter Actions:30

Landmark Group - Head - Customer Service/Experience (10-14 yrs)

Bangalore Job Code: 882993

SUMMARY

Head of Customer Experience at Landmark online is expected to be real voice of Customers (both Online and Offline). Professional with deep empathy for customer experience, understanding of customer segments, Customer requirements for both offline and online, and ability to influence stakeholders and shape up customer journey.

KEY RESPONSIBILITIES -

- Define Customer Experience Roadmap and improve the customer journey

- Will own and achieve the important metrics of Customer Experience Such as: NPS, Verbal Ratings

- Will operationally own and define Customer Experience function.

- Work cross functionally to influence stake-holders to drive overall customer experience. Is expected to drive projects which will help improve customers love for Max Fashion

- Is expected to identify customer insights and trends to shape up Product/Tech requirement related to shaping customer journey

- Covering a 360 understanding of customers through various channels- In-Store, Online, Social Media, Call Center etc

KEY RESULT AREAS ( KRAs)COMPETENCIES

Customer

- Overall Customer Experience for Offline, Online and Omni

- Healthy NPS

- Online & Offline user experience

- Customer touch point experience

- Customer feedback

Process

- Defining Customer Journey

- SOP and SLA adherence

People

- Team performance

- Team development

- Team engagement Domain Competencies Functional & Behavioural Competencies, Leadership Competencies

- Retail domain

- Consumer Centric Customer Experience

Functional

- Managing Customer Services Team (Call Center etc)

- Analytical Thinking

- Planning & Organizing

- Stakeholder Management

Behavioral

- Conflict Resolution Ability

- Collaborative Team Player

- Assertiveness Business

- Balancing Task Focus & Relationship Focus

- Managing diversity

- Enhancing performance

- Emotional Intelligence

People

- Sensitivity to Process-Grievances

- Empowerment

- Delegation Skills

- Planning & Goal Setting

- Transparency in Communication

- Being a Role Model

- Motivating Ability

- Building Synergy

Women-friendly workplace:

Maternity and Paternity Benefits

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