Senior Manager/Deputy General Manager/Head - Customer Experience - Construction/Engineering

JOB DESCRIPTION :

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

ESSENTIAL DUTIES AND RESPONSIBILITIES :

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