RIL - Head - Customer Care - Petro Retail Business

Short Description :

Set up a comprehensive CRM program for the Reliance Petro retail business. Develop service standards at all customer touch points and delivery strategy across customer touch points to ensure optimum service levels and customer satisfaction.

To lead and monitor change in customer facing processes and designing of new processes based on Customer feedback received through Customer Feedback forms, Mystery Customer studies and Customer Satisfaction studies

Long Description :

Job Accountabilities :

- Develop an innovative, effective and efficient Customer Care program, across all customer touch points

- Ensure 100% customer complaint resolution (through eCRM / Call Centre)

- Conduct MCA / CSI studies (RO, TCC, A1 Plaza, Call Centre) finalize questionnaire(s), conduct field briefings, compile findings and present results to Management / field teams

- Integrate all technologies at customer touch points to get one view of the customer and manage strategy & deployment with the contact centre.

- Acquiring & adopting best customer care practices across industry/benchmarks to enhance customer touch points

- Develop service standards at all Customer touch points and delivery strategy across Customer touch points to ensure optimum service levels and Customer satisfaction

- Develop and implement white-glove checklists for evaluation of product and service delivery at various customer touch points

- Based on CSI studies monitor and implement changes in processes from product and service managers on the field and the contact centre

- Develop and implement consistent and economical monitoring system for delivery of Product and Service promises to the customer

- Train CREs and state teams on customer care processes, standards and policies.

- Responsible for developing and implementing consistent and economical monitoring system for delivery of Product and Service promises to the Customer

- Based on Customer feedback and CSI studies, recommend and lead process changes.

- Monitor and implement these changes in processes from Product and Service Managers to field and the contact centre

- Identification of new opportunities to create moments of magic for Customers at Customer touch points

- Clear actionable for improvement of customer facing fueling experiences at RO to enhance & deliver a superior customer experience at our fueling stations

Skills Required (Knowledge and Skills) :

- Customer Orientation

- Strategic Direction & Leadership

- Managing Change

- Managing Complexity & Risk

- Driving for Results

- Familiarity and deployment of technology enabled platforms like email marketing, CRM for data handing and customer data analytics, customer segmentation and QoS, IVRs and multiple gateways for capturing customer feedback & experiences across all touch points

Key Attributes (Experience and Qualifications) :

- MBA with minimum 12-15 year of experience in domain area of Customer care. It is desirable that candidate have proficiency in Customer Relationship Management; Customer centric Market Research; Analytical skills

- Role Holder should have a flair for exploring cost effective, scalable solution to enhance CSI.