Customer Service Manager

4 weeks ago

Pune, Maharashtra, India Skillventory Full time
Job Description

We are seeking a Customer Service Manager to develop and execute strategic initiatives that deliver a superior customer experience. You will be responsible for conceptualizing and developing a Digital First customer showroom journey, building necessary tools and processes, and strengthening salesmen training and engagement programs. This role requires a professional who can track analytics, design loyalty programs, and engage with sales and distributor teams to develop relevant solutions.

Roles & Responsibilities:

- Strategic Initiatives: Develop and execute strategic initiatives aimed at delivering a superior customer experience.
- Retail Infrastructure: Conceptualize and develop a Digital First customer showroom journey, ensuring its execution across all key markets. Build necessary tools and processes to deliver a superior and differentiated experience.
- Analytics & Insights: Track analytics and generate actionable insights around key retail parameters such as walk-ins, leads, conversions, after-sales, and overall customer experience scores.
- Training: Strengthen salesmen training and engagement programs to ensure their capability and knowledge are up to date. Develop the right delivery tools for online and offline engagement.
- Customer Loyalty & Competitive Monitoring: Design and implement Dealership Customer Loyalty Programs to increase customer lifetime value. Monitor and track competitive customer experience initiatives.
- Relationship Management: Engage with Sales and distributor teams to assess market requirements and develop relevant solutions. Manage agencies and consultants to deliver on all the above initiatives.
- Project Completion: Ensure the timely and successful completion of key initiatives.
- Performance Metrics: Monitor salesmen engagement scores, CSI (Customer Satisfaction Index), Brand health, and other metrics to measure customer satisfaction.

Skills Required:

- Proven experience in developing and executing customer experience strategies.
- Ability to conceptualize and implement digital customer journeys.
- Strong analytical skills for tracking key retail parameters and generating insights.
- Experience in designing and delivering training programs for sales teams.
- Proficiency in developing and implementing customer loyalty programs.
- Excellent relationship-building and management skills for engaging with sales, distributors, agencies, and consultants.
- Demonstrated ability to complete initiatives on time and measure performance effectively.

QUALIFICATION:

- Bachelor's degree in Business Administration, Marketing, or a related field, or equivalent experience.

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