Manager – Customer Centricity (Imagica)

Key responsibilities:

The incumbent will be responsible for end-to-end customer relationship journey & NPS (Managing all aspects of after-sales relationship post the booking stage through ensuring timely sale related documentation collections and resolution of customer issues)

1. Financial

Devise & distribute the collections targets basis the AOP projections

Strategize the collection projections for the month

2. Operational

Monitor and supervise the daily activities of each team member to ensure adherence to internally defined SOPs and timelines.

Responsible for meeting the collection targets

Monitor the daily grievances and escalations received from customers

Ensure timely accurate and satisfactory solutions are provided by team members to each of these queries

Support team on difficult or new issues requiring expertise

Mitigate escalated customer issues

Coordinate with other functions to resolve customer issues

Coordinate with various internal key functional teams to ensure that then collections are streamlined and can be brought in within the timeline

Maintain a high Net Promoter Score from customers

Site based customer engagement

3. People

Defines and sets work objectives for team members

Balances work allocation in team

Reviews tasks completed by team members and conduct regular performance reviews

Completes performance appraisals of team

Carries out team building & engagement activities

4. Process Adherence & Improvement

Identifies processes/procedures in own work area that need improvement

Recommends process improvement ideas to streamline

efficiency/costs/productivity

Undertakes process improvement activities in own work area

Complies with company defined guidelines and processes

Adheres to project timelines

Who are we looking for

Education:

Any Graduate

Experience:

More than 8 years of experience in customer experience management. Experience in real estate will be preferred. Candidates from banking hospitality can be considered for this role.

Team Management experience mandatory.