1. Analyzing customer experiences across online and offline channels, devices, and relevant touchpoints. 2. Champion Input and Output metrics like - FCR, CSAT, NPS, SLAs, AHT, CONTACT PER SUBSCRIPTION/ORDERS etc. 3. Have in depth knowledge of Vendor management, contract negotiations, P&L management, risk mitigation, governance policies and has worked in the past on grounds up strategy approaches (proven) 4. Highly adept in managing the 3rd party contact centres from multiple locations with average span of control of 100+ and LOBs like - Live Chat, Ticketing, Voice (both Outbound and Inbound), and Escalation Desk 5. Collaborating with Product, Marketing, and other teams to enhance customer experience and brand awareness. 6. Aligning customer experience strategies with marketing initiatives as well as informing customers about new product features and functionalities. 7. Shape ideas for projects into real projects propositions with accompanying definition documents with BRDs/vision documents and Proposed ROIs (DMAIC Experience preferred) 8. Ideate, define, steer automations and AI/ML capabilities within the Customer experience journey (both proactive and reactive) like, conversational Bots, Voice Bots, Chatbots 9. Define a complete roadmap for the Omnichannel presence and multilingual capabilities 10. Upgrade tools, systems to next level (identify process excellence through projects, vendors and drive the complete digital transformation for the customer experience). 11. Develop prediction models for CSAT, NPS and develop a complete strategy around AES (Agent Effort Scores) and Unified CRM tools from the scratch 12. Ideate a complete In-App journey for our consumers and build the first line and second line of defense in the most appropriate fashion which creates a win-win for both the consumer and ZEE. Also, ideate and own the BAF (Bring a friend) program from the CRM and ORM standpoint. 13. Shape and drive projects, manage their delivery and ensure that any impacts on time or cost and subsequent scope impacts are assessed and appropriately communicated. Ensure projects stay on budget within the agreed timeframe for delivery. 14. Identifying customer needs and taking proactive steps to maintain positive experiences. 15. Evaluating customer feedback on product ranges and new releases, as well as preparing reports. 16. Performing product tests, evaluating after-sales and support services, and facilitating improvements. 17. Documenting processes and logging technical issues, as well as customer compliments and complaints. 18. Staying apprised of industry trends and new CRM technologies.

Mumbai

ZEE5 - Senior Manager - Customer Success 

Job Description for ZEE5 - Senior Manager - Customer Success  in ZEE5 in  Mumbai for (8-15) years of experience. Apply Now!