Customer Experience Manager

3 weeks ago

Delhi, India Panacea Biotec Full time
Job Summary:

The Manager - Customer Experience will be responsible for ensuring high levels of customer satisfaction among doctors in their designated zone.

Identifying and fulfilling the specific needs of doctors, managing customer interactions, and coordinating with internal teams to deliver exceptional service.

The position is critical in building and maintaining strong relationships with customers, ensuring their engagement with the company's offerings, and improving overall service levels.

Key Responsibilities:

Customer Satisfaction Management

Act as the primary point of contact for doctors, addressing their needs as identified in the Prime Member Form.

Collaborate with doctors to conduct seminars, health awareness camps, and other activities that benefit their practices and patients.

Ensure timely and efficient delivery of services, including direct supplies, expert consultations, and scientific advisory support.

Service Delivery & Experience Enhancement

Coordinate the deployment of Molecule Independent Elements, ensuring doctors receive the support required to enhance their practices.

Work closely with the Head – Prime Member to implement strategies aimed at improving customer engagement and satisfaction.

Monitor and evaluate customer satisfaction levels, using feedback to continuously improve the service offering.

3. Collaboration & Cross-functional Coordination

Collaborate with internal teams, including Sales, Marketing, and Supply Chain, to ensure smooth execution of customer-facing initiatives.

Partner with external stakeholders such as Nutrition Counselors, Dietitians, and medical experts to provide additional services to doctors.

4. Data Management & Reporting

Maintain detailed records of customer interactions and feedback using Nikhaar.

Provide regular updates on customer satisfaction levels, service challenges, and opportunities for improvement.

Track key metrics, such as the frequency of doctor interactions, service requests, and feedback scores, to assess and improve the customer experience.

5. Event & Program Management

Organize and manage zonal seminars, scientific conferences, and other events aimed at educating doctors and advancing medical science in the field of nutrition and immunization.

Lead health awareness initiatives in collaboration with schools, hospitals, and local communities as part of the company's service to doctors.

6. Process Improvement

Identify areas for process improvement within the customer service framework, ensuring faster resolution times and higher service levels.

Implement and uphold standards that align with the company’s customer-first approach.

Ensure UCPMP Guidelines compliance and company policies in all customer engagement activities.

Key Performance Indicators (KPIs)

Customer Satisfaction Scores: Improvement in satisfaction levels across doctors in the zone.

Response Time: Time taken to respond and resolve doctor queries and service requests.

Service Delivery Compliance: Percentage of doctors who receive services on time and as per their requirements.

Event Participation: Doctor engagement in organized seminars, conferences, and health awareness camps.

Process Efficiency: Improvements in service delivery processes based on feedback.

Qualifications

- MBA or relevant qualification in Healthcare, Customer Relationship Management, or Marketing.- 7+ years of experience in customer relationship management or a similar role, preferably in nutrition business.

Desired Competencies

- Deep understanding of customer needs and a strong commitment to service excellence.- Ability to manage multiple tasks, customers and initiatives simultaneously.- Strong data analysis skills to track performance and identify improvement areas.- Excellent interpersonal and communication skills.- Strong problem-solving abilities and the capacity to work collaboratively across departments.

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