Manager - Customer Experience - NBFC

Looking for Customer Experience Manager for a finance company based out of Chennai.

The purpose of the job is to establish and enhance omni-channel experience for customers,dealers and channels.

The CEM will also be expected to design and execute CRM programs and also aide with helpdesk support.

Key Responsibilities :

- Designing,executing and managing lead generation of crossSell and UpSell programs.

- Develop and establish multi touch points for customers and dealers and also establishing Customer One View Practice to manage overall customer interactions.

- Ensure best-in-class IT infrastructure and resourcing for all touch points and managing their corresponding UI/UX deliverables.

- Provide best in class self - service to key stakeholders and standardise in branch/dealership experience.

- Develop and execute communication and engagement programs with customers and dealers.Also track and improve retention,repeat and referral rates.

- Design the customer/dealer helpdesk support framework and liaise with research team for adherance to standards and promoting improvements in the process.

Functional Competencies required :

- Management of Omni Channel Experience

- Well versed with Basic Analytical Tools and Processes

- Customer Service Management - Handled Tele-calling setups

- Customer In sighting Processes

Behavioral Competencies required :

- Customer- focus and excellent business acumen

- Strong communication and interpersonal skills

- Excellent data management skills and analytical Skills