Piramal - Manager - Customer Centricity

Industry - Pharma / Biotech / Clinical Research

Skills - customer centric

Job Type - Permanent

Job Description :

- Develop, drive and monitor Customer Experience vision, strategy, road map and execution thereby facilitating necessary capabilities in sustaining cultural change in organization

- Lead Net Promoter Score and Benchmarking Program including end to end operations of designing and sending surveys, driving analytics on customer experience feedback to provide actionable insights to operations team

- Redesign site wise experience across touchpoints based on customer journey mapping, conduct call quality reviews, measure and recommend improvement opportunities by benchmarking externally on experience, quality, speed cost and compliance

- Drive process improvement initiatives to help improve customer experience by working closely with all departments

- Conduct customer experience workshops and assist team in understanding and improving key elements of the customer journey including driving change and implementing procedures to improve the experience

- Map, manage and translate the customer journey into a logical sequence by leveraging on our program initiatives, integrated projects and site capability to measurable business value

QUALIFICATION:

Bachelors in any degree, MBA preferred

EXPERIENCE:

- A customer experience professional with 10-12 years of experience in customer onboarding, engagement and retention

- Ability to effectively collaborate cross-functionally with both internal and external partners

- Must be effective working in a team environment

- Strong command on presentation and excel skills

- Needs to know any local language

Contact - Rutha Shah -

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