Manager - Customer Experience - Retail - IIM/FMS/MDI/XLRI

Looking for a Manager - Customer Experience for one of the largest retail band in India

As Manager, Customer Experience, one needs to own and manage all customer related processes for brand . This would entail:

- Managing the Customer Experience process - Product Way of Life.

- Manage processes like Mystery audits; C-Sat and NPS.

- Customer engagement through customer meets, factory visits, Birthday/ Anniversary celebrations, festival celebrations and customer education programs.

- Activities to reduce customer churn

- Manage - Purple Club- program for high value customers.

- Database management and analytics - drive data fill rates and purity tracker; use data for delivering customer delight; Use analytics for customer insighting and use learnings to improve retail processes.

- L&D - be a SPOC for Brand with the L&D and drive key initiatives for retail training along with L&D team; review implementation and effectiveness of different learning programs with the L&D team.

- Manage encircle campaigns for Brand.

- Work closely with the Encircle team to ensure the program is structured to brand's needs.

- Work with call center and complaint management team to ensure complaints are closed to the customer's satisfaction.

- Work closely with all CEEs in the regions to drive initiatives on ground.