Customer Experience Manager

3 weeks ago


Bangalore Metropolitan Area, India PeopleLogic Full time

Job title: Customer Experience

Job exp: 5-9 years

Location: Bangalore, KA


Job requirements :


Job Description

1.Design, develop and execute customer journey for various formats.

Craft strategies to build systems and processes to drive consumer

experience across all touchpoints. Work on ways of making targeted

interventions as per the cohorts identified through customer data.

Understand customer requirement and develop and define value added

services at various touchpoints.

2. Conceptualize and develop rollout tools and services enabling

digitization of customer experience (like Interactive digital screens, QR

code, paperless transactions, new technologies etc.) across stores aimed

towards elevating customer experience and managing physical

limitations

3.Develop and Manage SFDC usage at stores and working on increasing

the scope of usage

4.Design and develop customer facing policies, empowerment policies.

Create SOPs for the store operations aimed towards standardization of

customer experience across stores

5.Create audit parameters with focus on providing standardized

customer experience and review the non-compliance points

6.Develop training interventions and training content for retail stores

including customer experience, product, processes in coordination with

the Retail Operations & Training Team

7. Bringing in collective ownership of customers across functions & the

channels

8. Benchmarking with other industries for best practices


Other Areas:

1. Lead Customer Complaints

2. Mystery Audit & Next best Action

3. Driving Triton Club program for business impact

4. NPS and Next Best Action

5. GMB

6. Collaborate with relevant stakeholders for a quick resolution



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