10/01 Richa Saini
Hiring Lead at Havoc Consultants

Views:2216 Applications:107 Rec. Actions:Recruiter Actions:101

Senior Manager/Deputy General Manager/Head - Customer Experience - Construction/Engineering (10-20 yrs)

Pune Job Code: 652502


PURPOSE OF THE JOB : Owner of Net Promoter Score throughout the Customer Life Cycle.


Responsibility Area :

- Customer Life Cycle Process Owner

- Owner Net Promoter Score - Ensure Complete CLC Process is followed (Booking till FM)

- Improve TAT by adopting best practices, effect policies changes when required

- Interface between customers and internal teams to continuously improve experience.

- Streamline and enforce data sanctity through effective use of software like E-CRM, SAP

Grievance handling :

- Expert in handling customer Grievance & Escalated customers

- Should be able to recommend solutions to impasse situations

- Timely customer engagement to understand their concerns and generate solutions

Customer Engagement :

- Proactive communications like Newsletter, experience in handling engagements at Events and organizing Events

- Look at innovative ways to engage with customers through CLC in various forms like social media (Facebook, Twitter, WhatsApp, Mail groups etc.)

Data Analysis/MIS :

- Should be able to slice & dice the data to figure out communication opportunities, hence improve Customer Experience and NPS.

- Should be able to forecast DSAT customer, liaison with Stakeholders advocating for a customer and drive solution.

- Regularly monitor trends/ performance of Relationship Managers, reports and device appropriate mechanisms to reduce repeat defaults

- Generate, publish and present the weekly and monthly reports to HOD

- Communication Trainer & Team Builder

- Handle a team of Team Leads

- Ensure delivery of consistently superior customer experience by developing a highly knowledgeable and customer-focused team and to act as the communication channel between different CRM verticals.

- Lead and groom Relationship Managers to ensure AOP targets are achieved

- Team motivational and engagement activities to always keep the moral high of the team

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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