Customer Care Manager Communication -Benchmarking

Titan Company

7 - 10 years

15 - 20 Lacs

bengaluru

Posted:3 hours ago| Platform:

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Skills Required

analytical skills customer engagement crm management crm strategy marketing analytics communication channels

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Requirements

Develop and administer communication channels with Tanishq to manager her non-sale journey with the business
Evolve customer propensity based resolution mechanism basis identified parameters
Convert negative descriptive GMB ratings and Detractors into formal tickets and pursue closuresRun win-back campaigns for non Purple unhappy customers in coordination with the Retail team
Coordinate with L&D and CEEs to cascade resolution incidences with wider relevance with an aim to educate and prevent
Develop customer sensitivity indicators in CRM basis escalations, exceptions, SMT connect etc
Benchmark best practices inside and outside TCL and integrate them in Tanishq Care
Work closely with Complaints' Administator in developing and rolling out training and induction SOPs

Work Experience

Bachelors degree in Marketing, Communications, Business Administration, or a related field.

6+ years of experience in customer engagement, marketing, or a related role, with at least 2 years in a managerial capacity.

• Strong analytical skills and experience with data-driven decision-making.

• Excellent verbal and written communication skills.

Proficiency in CRM and marketing automation tools.
Ability to work collaboratively across departments and manage multiple projects simultaneously

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