Manager Customer Centricity Imagica
Manager Customer Centricity Imagica
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Job Description
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.
Remote Work :
No
Employment Type
Full Time
