Customer Excellence

3 weeks ago


Mumbai Maharashtra, India Larsen & Toubro Full time

Customer Excellence

LNT/CE/1031168
- RealtyMumbai
- Posted On
21 May 2024- Required Experience
11 - 17 Years**Skills**:
Knowledge & Posting Location

CUSTOMER CENTRICITY

Minimum Qualification

B.TECH/BE

MASTER OF BUSINESS ADMINISTRATION (MBA)

**Job Description**:
**Responsibilities**:
1. **Customer Experience Enhancement**:

- Develop and implement strategies to enhance the end-to-end customer experience across all touchpoints, from property search to post-sale support.
- Analyze customer feedback, market trends, and industry best practices to identify opportunities for improvement and innovation.
- Collaborate with cross-functional teams to align customer experience initiatives with business objectives and drive continuous improvement.

2. **Digital Transformation**:

- Lead digital transformation initiatives to modernize processes, platforms, and systems to meet the evolving needs of customers and stakeholders.
- Evaluate and implement digital tools and technologies to optimize sales, marketing, and customer service operations.
- Champion a customer-centric culture by promoting digital literacy and adoption among employees and stakeholders.

3. **Operational Efficiency**:

- Identify and address operational inefficiencies and pain points through process reengineering, automation, and workflow optimization.
- Establish key performance indicators (KPIs) and metrics to measure operational effectiveness and monitor progress towards goals.
- Drive a culture of continuous improvement by implementing lean methodologies and fostering collaboration across teams.

4. **Data Analytics and Insights**:

- Utilize data analytics and business intelligence tools to derive actionable insights into customer behavior, preferences, and trends.
- Develop data-driven strategies to personalize customer interactions, improve targeting, and drive business growth.
- Monitor and report on key performance metrics related to customer satisfaction, engagement, and retention.

5. **Team Leadership and Development**:

- Lead and mentor a team of customer experience specialists, digital experts, and operations professionals.
- Foster a culture of innovation, collaboration, and accountability within the team.
- Provide coaching, feedback, and professional development opportunities to support the growth and success of team members.

Qualifications:

- Bachelor's degree in Business Administration, Marketing, or a related field (Master's degree preferred).
- Proven experience in customer experience management, digital transformation, and operations leadership within the real estate industry or a related sector.
- Strong analytical skills with the ability to translate data into actionable insights and strategies.
- Excellent communication, presentation, and interpersonal skills.
- Demonstrated leadership abilities with a track record of effectively leading teams and driving results.
- Proficiency in digital technologies, CRM systems, and analytics tools.
- Strategic mindset with the ability to think creatively and develop innovative solutions to complex challenges.



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