Senior Manager - Customer Experience & Channel Management - Internet/Online/Telecom

Mandatory Skills :

- Experience in managing large key accounts.

- Areas of work must include Go To Market Strategy, Sales Effectiveness, Customer Experience Improvement.

- Full time education from premier institutes.

Key Responsibilities :

- Delivering delight to key customers (UHNI Corporate accounts)

- Drive customer engagement

- Advocacy of customer requirements & bring insights for building service differentiation

- Drive customer service delivery excellence model

- Drive and own business & channel delight processes and initiatives

- Provide capability & solutions for business requirements (Voice of Business)

- Drive channel performance and efficiency

- Drive channel - process, SOP, financials & compliance- (on boarding to exit)

A. Customer Delight:

- Customer engagement as per customer connect framework

- Identifying the right stake holders (commercial, labs, management) within the customer organization and establish mutually favorable relationship

- Drive quarterly reviews for customer delight score, processes and improvement initiatives

- Own service performance (including right inventory levels)

- Enabling right communication, PR and training of customer org

C. Business and Channel Delight:

- Business connect & satisfaction with channel performance

- Channel selection, on boarding, training and exit process

- Channel performance, dashboard, quarterly reviews

- Solving channel issues & proactive handling for complaints