Senior Manager - Customer Experience/Obsession - NBFC (4-7 yrs)
The role controls levers that keep BFL cross sell products & customer experience ahead of competition ensuring customer life cycle value leading to financial profitability for businesses
1 Lead the NPS initiative across all B2C businesses and deliver NPS metrics
2 Develop, implement and deliver a comprehensive governance plan on Customer communication.
3 The role mandate is to create a simple and straightforward set of products, with the appropriate process that attract new customers and retain existing customers
4 This role is accountable for the continual evolution and development of products, proposition and service standards.
5 Ensuring our products, proposition and service standards are delivered to this purpose and achieve our commercial plans, including sales plan, in line with our values.
6 Working with the broader marketing, operations and service teams and wider business these standards are well communicated within clear and compelling propositions.
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