Senior Manager - Customer Experience - FMCD

We are seeking a Sr. Manager - Customer Experience for a FMCD company based in Mumbai.

- You should apply for this role if you count yourself as a hustler and are ready to get on a roller coaster ride where everyday will be a new day in finding new opportunities to find and improve.

- In this role, you will lead the customer service team and major KPIs will include improving NPS, CES, CSAT scores, Escalation management. You will be expected to drive efficiency and improve on first contact resolution, Average handling times and drive overall reduction of customer contacts.

- You will be expected to build your team for customer service who is aligned towards organization goal of zero contacts(escalations).

- The role is not limited to customer experience and needs active involvement in understanding the operating system and build digitization in making a fool proof OS. You will need to develop an Operations Control Tower building end to end visibility for products in production and distribution stages.