Strategic Customer Engagement Manager

1 day ago


Mumbai, Maharashtra, India Intellectual Capital HR Consulting Pvt. Ltd. Full time

We are seeking a highly skilled Strategic Customer Engagement Manager to join our team at Intellectual Capital HR Consulting Pvt. Ltd.

About the Role:

The Strategic Customer Engagement Manager will play a key role in delivering exceptional customer service and driving business growth through effective engagement strategies. This includes handling customer complaints and complex service issues, analyzing customer feedback, and collaborating with cross-functional teams to resolve customer concerns.

Key Responsibilities:

  • Customer Support & Issue Resolution: Handle customer inquiries and complex service issues in a professional manner, ensuring timely and satisfactory resolution.
  • Process Improvement: Identify areas for improvement in customer service processes and implement enhancements to improve customer satisfaction and loyalty.
  • Reporting & Analysis: Prepare and present regular reports on customer service metrics, including response times, resolution times, customer satisfaction scores, and other KPIs. Analyze customer feedback and trends to inform operational decisions and improvements.
  • Cross-Functional Collaboration: Work closely with Finance and Sales Teams to stay informed about company offerings, new products, or updates that could impact customers.

Qualifications:

To be successful as a Strategic Customer Engagement Manager, you should have a strong understanding of customer service principles, excellent communication skills, and experience working in a financial services industry. You should also be proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and customer service software.

Estimated Salary: ₹2,50,000 - ₹3,75,000 per annum based on experience and location.



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