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Manager - Client Experience (SME)

4 months ago

goa, India Delhivery Full time
Job Profile:
To handle and manage the Client Experience & business for SME/D2C clients.
Job Description:
Responsible for managing a team of 8-10 team members who are handling the high Volume SME/D2C clients and ensure they deliver High Performance and meet their KRA’s
Study Existing Processes/SOP’s for improvisation & Set Up New processes basis client/operations problem statements
Innovate solutions & mechanisms that solves customer problems
Connect and maintain relationship with Clients for Feedbacks/Suggestions, understand their pain points to deliver customized solutions and to enhance client experience
Regular business review with the clients and focusing on value growth areas for the Business.
Coordinate with various stakeholders, Handle Escalations , prepare RCA and work upon permanent solutions
Drive Continuous Improvements in process , productivity ,quality & cost structures
Skills:
Excellent Communication skills
Min 5-6 yrs experience in customer service management, escalation management, process improvements, resolving issues, building SOPs
High level of analytical ability to identify and solve problems
Experience in People Management
Proficiency in Ms Excel, PowerPoint
Good to have logistics Experience