AddressLooking for Customer Experience Manager for a finance company based out of Chennai.
The purpose of the job is to establish and enhance omni-channel experience for customers,dealers and channels.
The CEM will also be expected to design and execute CRM programs and also aide with helpdesk support.
Key Responsibilities :
- Designing,executing and managing lead generation of crossSell and UpSell programs.
- Develop and establish multi touch points for customers and dealers and also establishing Customer One View Practice to manage overall customer interactions.
- Ensure best-in-class IT infrastructure and resourcing for all touch points and managing their corresponding UI/UX deliverables.
- Provide best in class self - service to key stakeholders and standardise in branch/dealership experience.
- Develop and execute communication and engagement programs with customers and dealers.Also track and improve retention,repeat and referral rates.
- Design the customer/dealer helpdesk support framework and liaise with research team for adherance to standards and promoting improvements in the process.
Functional Competencies required :
- Management of Omni Channel Experience
- Well versed with Basic Analytical Tools and Processes
- Customer Service Management - Handled Tele-calling setups
- Customer In sighting Processes
Behavioral Competencies required :
- Customer- focus and excellent business acumen
- Strong communication and interpersonal skills
- Excellent data management skills and analytical Skills
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
