01Overview
Roles and Responsibilities
Drive Customer Satisfaction, Net Promoter Score for the Brand with insights to Operations and Marketing for intervention and improvement.
Bottom Quartile Management with respect to Key Performance indicators such as Concerns, NPS etc.
End 2 End Customer issue management and resolution. Take ownership and ensure Guest win-back.
Should have sufficient knowledge of Social Media and its impact on Brand.
Training need intervention Should have a knack of data driven insights and give inputs for Store intervention & periodic developments.
Collaborate with Marketing, Ops & other cross functional channels to ensure Guest Voice is shared and qualitative actionable is created.
Should be able to take ownership and drive excellence, communication skills and ability to read/present data.
Partner Management reviewing performance, contract management, invoice processing.
Concern Management - Owns the concern process from end to end perspective. Close the loop for each case by coordinating with Regional team/Corporate team & Customer.
Guest Services projects Ensure that Guest services projects are implemented and executed on ground with maximum impact. Previous exposure to Digital led enablement and tech release done will be an added advantage.
Other Interpersonal Abilities
Accountability and ownership a critical aptitude required to succeed in this role. Accountability and ownership a critical aptitude required to succeed in this role. A quick thinker someone who know how to respond (not react) to high and demanding environment. An ability to deduce the learning from every exception taken to improve the process. Great at multi-tasking, stakeholder management, acts as Voice of customer within organization
Desired Candidate Profile
Qualification MBA/Graduate Experience 5-6 years in Customer Experience role at a Managerial Level, Complaint Handling/ Management exp. in B2C setup. Preferably from QSR, Telecom or BFSI background
