Operations

Manager - Client Experience

Mumbai, Maharashtra   |   Full time

Job description

Job Title: Manager - Client Experience

Department: Client Experience Management
Location: Goregaon West, Mumbai
Shift timings: 9 am to 6 pm

We are looking for a Business Leader to oversee & drive Crimsons Client Experience Management (CE) team. The CE team is responsible for understanding and improving our customers experience with all of Crimsons brands and offering with the intent to improve retention and revenue.

The role requires one to manage a team of 4-5 Client Relationship Managers, gradually; including Expats, with primary focus on capturing the client voice, understanding needs and requirements and driving improvement across the organization.

KEY RESPONSIBILITIES:

Ensure appropriate feedback capturing tools across all client touchpoints for all brands.
Develop and implement processes to listen & act on feedbacks.
Ensure service reuse and upgrade growth objectives are met by ensuring positive client experience with all our brands.
Meet revenue objectives set from existing clientele.
Work with internal departments to ensure all feedback and improvement areas are addressed completely to the best of quality and effectiveness.
Oversee development and management of critical client retention programs.
Drive innovation and improvement in capturing and use of client feedback.
Manage a team of 4-5 associates, including Expats.
Implement & maintain best technological tools and systems aimed at CX.
Achieve annual NPS and CSAT objectives.

EXPERIENCE GUIDELINES:
Minimum 4 years experience in a role focused on client feedback management, customer experience enhancement, quality assurance process management or grievance redressal.
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
Hands-on experience in client servicing one with focus on understanding and addressing client grievances would come very handy.
Team Management

KEY COMPETENCIES
Possesses strong verbal and written communication skills
Expertise in process, quality and customer experience management
Good time management and scheduling skills
Good research & strong analytical skills
Strong negotiation and influencing skills
Problem solving skills
Team Management
Hands-on experience using MS Office, especially MS Excel, MS PowerPoint, MS Word

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