Customer Experience

5 days ago

Bengaluru Karnataka, India PeopleLogic Business Solutions Full time

About the Customer

Company
is**
*** India's leading lifestyle company**
and among the most admired and respected corporates in the country.

About the Role

**Designation**:
*** Manager Customer Experience - Retail**

Criticality of the role to the business : This role will be responsible for creating a delightful, differentiated and elevating Customer Experience Journey across customer touchpoints for

Titan World, Fastrack Stores and Helios.

Objectives: Creating and crafting Customer experience for all Retail channels as detailed below

1.Design, develop and execute customer journeys for various formats. Craft strategies to build systems and processes to drive consumer experience across all touchpoints. Work on ways of making targeted interventions as per the cohorts identified through customer data.

Understand customer requirements and develop and define value added services at various touchpoints.

2. Conceptualize and develop rollout tools and services enabling digitization of customer experience (like Interactive digital screens, QR code, paperless transactions, new technologies etc.) across stores aimed towards elevating customer experience and managing physical limitations

3.Develop and Manage SFDC usage at stores and working on increasing the scope of usage

4.Design and develop customer facing policies, empowerment policies. Create SOPs for the store operations aimed towards standardization of customer experience across stores

5.Create audit parameters with focus on providing standardized customer experience and review the non-compliance points

6.Develop training interventions and training content for retail stores including customer experience, product, processes in coordination with the Retail Operations & Training Team

7. Bringing in collective ownership of customers across functions & the

channels

8. Benchmarking with other industries for best practices

Other Areas:
1. Lead Customer Complaints

2. Mystery Audit & Next best Action

3. Driving Triton Club program for business impact

4. NPS and Next Best Action

5. GMB

6. Collaborate with relevant stakeholders for a quick resolution

Work Location:
Bangalore

Work Experience:
4-5 Years
of experience

Background and Requirements

Job Requirements

Essential Attributes:

- Drive for results
- Customer Centricity
- Interpersonal Effectiveness
- Ambiguity tolerance
- Nurtures Relationships
- Emphatic towards customer & Store teams

Desirable Attributes : 4-5 years in Retail

Qualifications: Post Graduate (MBA)

**Desired Experience Level: 4-5 years (desirable)

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