Customer Experience Manager

Job Description

The Manager - Customer Experience is responsible for customer retention, on-time renewal, price increase and upselling / cross-selling and delivering outstanding customer experience. The incumbent shall report to the Assistant General Manager - Customer Care and must work as part of a multi-functional team. This involves collaboration with the internal team and external stakeholders. Job Responsibilities: Deliver Budgeted Profit Achieve budgeted customer retention, on-time renewal and price Increases for Residential customers Identifying Renewal Challenges for CCEs/CDEs/CSEs and guiding them with solutions toimprove customer renewal. Usage of Renewal Portal in Totality & Driving Advance Renewal ProcessDeliver Budgeted Revenue Growth Branch CCE Generate referral leads from existing customers Revenue generation through referral leads and lost customers as per the target set Deliver outstanding customer care by delivering outstanding customer experience Work with branches to implement a complaint management process Build Teamwork and Engagement Embed new colleague model Ensure Customer Care colleague retention as per the target set As a part of the Talent process rollout, Identify the Top potential resources, Coach and Develop them Work on a Career path working closely with the region Introduce U+ training to CCE to enhance their Pest knowledge Key Result Areas: Deliver Budgeted Profit through Price Increase Achieve Residential on time Renewal to 55% and Commercial Renewals to 80% Lead/Enquiry conversion Upselling revenue Customer retention Competencies (Skills essential to the role): Coach & Develop As a part of the Talent process rollout, identify the successors and work with them to get to the next level. Create high-level transparency and visibility with clear timelines Deliver Results The current challenge is on the discipline in the renewal process in many branches. Would set up the process discipline working closely with the branches which would support in the improvement of renewals. Leadership Implementing Customer Care structure and making the team accountable, working with the branches to enhance the Ontime renewals and also achieve the desired Price increase by which the required support of Revenue growth is achieved. Managing Self Manages self to remain calm, focused and optimistic. Invests time in self-development. Shows resilience in tough situations Work with Others Work with the regional managers and support functions to ensure that we have a clear understanding of the renewal process which supports business in Customer retention improved profitability and set the systems and process to support the enhancement of renewal performance across all the branches. Educational Qualification / Other Requirement: Minimum Graduate (MBA/Related Post Graduation will have an added advantage) Min experience of 3-5 years in related field Good Knowledge of Excel / Analytical skills Role Type / Key working relationships: Individual Contributor Internal team External stakeholder