3.0 - 8.0 years

3 - 8 Lacs

Pune, Maharashtra, India

On-site

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.

Posted 16 hours ago

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