Sr Manager - VoC/Loyalty Programs

Sr Manager - VOC.

Operational responsibilities

- Maintaining NPS measurement system

- Daily reporting - Migrating to a more efficient system

- Monthly/Weekly NPS insights to be shared with various teams

- Improving NPS feedback response rate and accuracy

- Project suggestions from VoC

Strategic responsibilities

- Understanding perception of customers who haven't transacted (Customer Insights group, working with market research, administering surveys to achieve it)

- Keen eye on advancements in VoC globally and domestic market and suitably adapt them

- Coupling feedback with transaction analysis to get strong insights on customer behavior

Key requirements

- Structuring and analytic ability

- Experience in managing VoC/ Loyalty programs in consumer businesses

- Experience in leading teams

- Quick learner

- Btech/MBA from a top 10 institute with at least 5 years of experience