Customer Service Manager

Customer Service Manager

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.