Position/Designation : Lead/Head Service Excellence

Department/Function : Customer Experience, Marketing

Location : Mumbai

Reporting To (Position) : Head Customer Experience

Job Description :

- Lead/Head Service Excellence is a senior-level position, and the person will be responsible for overseeing and coordinating various aspects of the service delivery excellence to ensure efficiency and superior customer experience.

- This individual is expected to establish & scale up best in class initiatives with focus on customer centricity for the organization.

- The person will be responsible for defining and monitoring success metrics for field Training & capability building of service team, Forecasting & Planning of spare parts & owning business model for out of warranty products.

- This role will require strong cross-functional collaboration across Sales, Product Finance, Supply chain & logistics, plant operations

List The Duties and Responsibilities : (That are significant in achieving the objectives of the job)

- Act as an interface between Market (Customer) and Product, R&D & Supply chain teams for all product related improvements & feedback.

- Monitor and analyze market trends, customer feedback, and competitor activity to identify opportunities for service improvement and growth.

- Stay up to date with industry trends and technologies and develop roadmap on new service offerings to enhance the company's competitive edge.

- Plan & drive business model for out of warranty products and extended warranty

- Should leverage data and insights to plan customer experience roadmap wrt CSAT of various Channel Partners

- Encourage problem-solving, strategic thinking and customer-orientation amongst the team.

- Focus on optimal utilization of CRM. Explore and bring in relevant new age technology to drive process efficiencies, service effectiveness and enhanced customer experience.

- Present timely performance reports to relevant stakeholders while communicating messages in a unambiguous & relatable manner to varying audiences

Experience Required :

- 5+ years of experience managing business operations /services operations, conceptualizing & implementing best in class Tech initiatives

- Proven experience as a Service Head or a similar leadership role preferably in the appliance industry.

- Excellent leadership, communication, and interpersonal skills.

- First principle thinking & Strong analytical and problem-solving skills.

- Ability to develop and implement service strategies

- Strong customer service orientation.

Knowledge of relevant regulations, standards, and industry best practices

- Exceptional Communication skills and Earn Trust abilities.

- Passion for metrics and quantitative analysis

- Ability to understand strategic business goals, and develop and manage a clear roadmap to meet those goals.

- Ability to deal with ambiguity and respond flexibly to changes, in a very fast paced environment

Academia : Engineering, MBA

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