Parle Global Technologies - Assistant Vice President/Vice President - Customer Care

Work Experience:

- 20-30 years of progressive leadership experience.

- Exposure in Sales of Capital Equipment, Tablet Tooling & Pharma Machinery preferred.

- Candidates with dynamic profiles from other industries may also be considered.

Key Responsibilities:

1. Strategic Leadership:

- Lead and manage a team of 50-60 associates across Sales, Coordination, Applications, and Service.

- Drive organizational objectives by enriching, empowering, and expanding ownership principles at all levels.

- Develop and implement Standard Operating Procedures (SOPs) and reporting frameworks.

2. Customer Care & Complaint Resolution:

- Understand customer complaints and provide effective solutions.

- Manage client interface, ensuring value addition and customer satisfaction.

- Strengthen internal customer branding and enhance service delivery standards.

3. Project & Product Development:

- Work across the product development lifecycle to ensure timely completion of projects.

- Identify and resolve project issues, implement improvement plans, and ensure adherence to budget and timelines.

- Coordinate cross-functional teams for all project deliverables.

4. Operational Excellence:

- Oversee troubleshooting, sharp analysis, and solution provision for pharma products.

- Ensure seamless customer coordination related to product development.

- Drive continuous improvement initiatives across sales, service, and applications teams.

5. Team Development:

- Coach senior managers, train frontline executives, and build leadership capability.

- Foster a culture of accountability, collaboration, and innovation.

6. Travel & Representation:

- Represent the organization across Pan India operations and group-level engagements.

- Strengthen customer relationships through regular visits and strategic engagement.

Candidate Skills & Attributes:

- Proven ability to lead large teams (50-60 associates).

- Excellent communication, negotiation, and interpersonal skills.

- Strong analytical and problem-solving abilities.

- Experience in coaching, mentoring, and developing leadership pipelines.

- Ability to strategically align customer care with organizational growth objectives.

Organogram Alignment:

- The AVP/VP - Customer Care role will interface with DGM (Product India-1 & India-2), Sr. Managers (PP & R&D), and Manager - Applications (Service).

- Acts as a bridge between customer care and product/service divisions, ensuring smooth coordination across Sales, Coordination, Applications, Design, and Service teams.

- Reports directly to the President/Managing Director, contributing to strategic decision-making and organizational growth.