Hiring Lead at Havoc Consultants
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Senior Manager/Deputy General Manager/Head - Customer Experience - Construction/Engineering (10-20 yrs)
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
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