RattanIndia Enterprises - Lead - Customer Experience

About NeoSky :

RattanIndia group is a business conglomerate with two listed companies, viz RattanIndia enterprises and RattanIndia Power Limited having a combined revenue of around Rs.7300 Cr in 2022, a market cap of around Rs.8000 Cr (~ $1 Bn) and employs around 2700 employees. Their prime business interest lies new-age technology driven business platforms.

Neosky is the drone's business of REL. India aims to be the global drone hub by the year 2030. Drone market in India is likely to grow from Rs.2900 Cr in 2020 to Rs. 2,95,000 Cr. by 2030, a 100x growth in over a decade. Drones is a sunrise industry and NeoSky is leading the way to be a market leader in the Indian drone industry and has ambitions to explore markets beyond India. A team of NeoSky subject matter & technical experts are currently working on few innovative products.

Job Summary:

We are looking for a Customer Experience Lead at NeoSky who will be responsible for ensuring exceptional after-sales service and support to our customers. Your primary focus will be to manage customer inquiries, resolve technical issues, coordinate repairs, and provide timely and effective solutions. You will also play a crucial role in enhancing customer satisfaction, driving brand loyalty, and optimizing our service center operations.

You would be :

- Working in the consumer drones business at NeoSky

- One of the first few to set up this vertical from scratch and take it to greater heights

- Working closely with the product and tech teams to understand the components, Procurement team for ensuring supplies are as per the requirements

- Build a strong connect within the ecosystem

Responsibilties:

- Track customer experiences across online and offline channels, devices, and touchpoints, ensuring a seamless and personalized customer journey.

- Align customer experience strategies with marketing initiatives, ensuring consistent messaging and brand positioning, and inform customers about new drone features and functionalities.

- Identify customer needs and pain points, taking proactive steps to maintain positive experiences and exceed customer expectations.

- Respond to customer queries and issues in a timely and effective manner, utilizing various communication channels such as phone, email, social media, or chat applications.

- Analyze customer feedback on our drone product ranges and new releases, identify trends, and prepare reports to drive product and service improvements.

- Experience in analyzing and utilizing customer feedback, NPS, and other metrics to drive improvements in customer satisfaction.

- Proficiency in inventory management, cost analysis, and channel profitability.

- Ability to work collaboratively in a cross-functional team environment.

- Strong knowledge of after-sales service processes, customer service techniques, and repair procedures.

Key deliverables:

- NPS

- Cost of Repair

- Repair %

- Repair TAT

- Channel profitability

- Channel expansion

- Inventory management

- Project deliverables

Requirements:

- 7+ years of overall experience

- 3+ Years of experience within the following industries - Drones, Electronics, Aviation, Automobile

- Experienced in establishing and managing channel partners

Location - Delhi