The person will be primarily responsible for end to end Customer Experience of Consumers, Dealers and Influencers. Following would be the key expectations from the position holder -&nbsp; A) Customer Experience Management - Consumers, Dealers and Influencers 1. Ensuring TAT adherence and constant improvement of Customer experience workflows for all channels. 2. Increasing Customer Connect by promoting Usage of existing channels &amp; create a pull factor. 3. Lead Sales Management initiatives such as Order taking &amp; Outlet Validation etc. and manage the Customer lifecycle of Dealers and Influencers. 4. Support Divisions with Telecalling projects on a need basis for Sales and Field Marketing support. 5. Ensuring a uniform Customer Experience across mode of contacts (voice, outbound, emails etc.) B) Drive Continuous Improvement 1. Launch and drive the NPS agenda to continuously monitor customer sentiment and drive improvement plans accordingly. 2. Create improvement plans based on Voice of Customer around high impact areas affecting Customer Experience 3. Liaison with division / function / stake holders to ensure closure of Service requests within target TAT. C) Contact Center Operations - Productivity management and Centralization of Operations 1. Ensure adherence of defined SLA's for all Contact Center teams. 2. Drive optimization of resources by identifying areas to increase productivity and share existing resources across channels and divisions. 3. Drive FTR - Create Digital tools and CRM improvements to focus on FIRST TIME RIGHT for all service channels 4. Creating a standard template for measuring Interaction Quality and driving the same at the Partner locations. 5. Create customized Training Programs for all New and Existing outsourced employees for Pidilite. D) Internal business review (Monthly) 1. Performance update (SLA Performance, Overall interaction, QRC wise bifurcation, SR performance &amp; Agent productivity) 2. Continuous Improvement Plans &amp; Status Updates 3. Interaction Quality Management 4. Voice of Customer &amp; NPS Management Candidate Profile: 1) MBA with 8 - 10 yrs of exp 2) Industry preference - Telecom / Banking / Insurance / FMCG - should have managed a sales call centre 3) Should be adept with digital technology

Mumbai

Pidilite - Senior Manager - Customer Experience 

Pidilite - Senior Manager - Customer Experience  ,Job Description for Pidilite - Senior Manager - Customer Experience  in Pidilite Industries Ltd. in  Mumbai for (8-10) years of experience. Apply Now!

Job Description for Pidilite - Senior Manager - Customer Experience  in Pidilite Industries Ltd. in  Mumbai for (8-10) years of experience. Apply Now!