A retail conglomerate based out of Mumbai is looking to ensure highest quality of service across all its formats and create a proactive approach on customer issues. KRAs of the role : - To build, execute, review at all levels and all formats a Customer Experience Excellence (CXX) measure tool and monitor the output and outcomes. - Build Dashboard and App formats - To put in place a viable and time bound process for enhancing customer experience processes and delivery - To design an end to end "usage and trigger based" standard customer facing communication system through SMS, email, Web, etc. - Create specific customer service curriculum for various business formats serviced by SSC - Develop dynamic content for business wise learner groups - To work with agent DNA and Culture build up for a Seva centric organization and instilling in the core values of the group on Service Delivery at every touchpoint - Monitor and improvement of CXX Scores - Develop a service measurability index. - Process alignment and change recommendations - Audit of critical journeys - Conduct mystery shopping audits to evaluate customer experience at various touchpoints, share audit scores & develop process for areas of improvement - Mapping Pain in Critical journeys especially refund, exchange, cash credit in wallet and recommend process improvements - VOC report to be published fortnightly to business and RCA on social cases - Set up Measurement automation methodology across new touch points eg: app, web, especially in Omni channel Competencies Must Have : - Analytically oriented - Ability to execute and analyze marketing campaigns - High on customer service orientation - Process oriented & structured thought The position reports to Group Head Customer Services with 3 direct reportees

Mumbai

Manager/Senior Manager - Customer Experience Excellence - FMCG 

Manager/Senior Manager - Customer Experience Excellence - FMCG  ,Job Description for Manager/Senior Manager - Customer Experience Excellence - FMCG  in Vsearch4u in  Mumbai for (14-15) years of experience. Apply Now!

Job Description for Manager/Senior Manager - Customer Experience Excellence - FMCG  in Vsearch4u in  Mumbai for (14-15) years of experience. Apply Now!