Job Purpose:

  • Establish and Enhance Omni Channel Experience for our customers & Channels
  • Enable CRM Tech execution from business side and help design programs to increase customer stickiness
  • Help set up CX practice and assisted buying set-ups


Key Responsibilities:

  • Running the Cross sell & Upsell programs
  • Designing of Cross sell & Upsell programs
  • Ownership of lead generation through CRM programs


  • Omni Channel Experience for customers
    1. Develop CX for multiple touch points for customers (digital, telephonic and offline) This will include the entire landscape of putting inbound / outbound / IVR solutions in place to manage Queries / Responses/ Feedbacks and Complaints. Also establishing Customer One View Practice to manage overall customer interactions with organisation through digital and other channels.
    2. Ensure best-in-class IT infrastructure and resourcing for all touch points - Liaise with IT team and Customer Service / Operations team to ensure all channels are manned and trained properly on objection handling , FAQs etc.
    3. Managing UX / UI and deliverables of these channels in terms of response rates and resolution rates
    4. Provide best in class self – service to key stakeholders – Ensure that frequently used services and queries are managed easily by stakeholders themselves through portals / apps / bots landscape


Customer Engagement programs

  1. Develop and execute communication and engagement programs with customers
  2. The candidate will be tracking CLTV and designing programs that improve Retention, Repeat and Referral rates. This will require the candidate to provide business fulfillment team with a leads pipeline

 

  • Customer Experience Practice and support
  1. Designing the CX process
  2. Adherence of SOPs to defined standards
  3. Liaise with research & service team for process improvements projects


Qualification: MBA – Tier I B - School


Experience: Minimum 8 years’ experience in Customer Service and Experience Management


Functional Competencies: 

  • Well versed with Basic Analytical Tools and Processes
  • Customer Service Management – Handled Tele-calling setups.
  • Customer In sighting Processes

Behavioural Competencies:

  • Good communication Skills (Verbal & Written) / Report writing
  • Project Management Skills
  • Intense Customer Focus
  • Excellent data management skills and analytical Skills