Member Experience Manager

Position Member Experience Manager

Job Purpose:

To ensure that all the member related issues are addressed and sorted out in order to achieve a high member satisfaction level.

Key Responsibilities:

1. Monitor & Manage member queries/concerns/requests & Govern through internal escalation process :
a. Interaction Management (Exceed TAT) b. Complains & Retention Process 2. Responsible for improving the experiences customers have with organization, with the goal of increasing customer satisfaction score, FTRs, proactive engagements (Member Meets) 3. To maintain the team effectively towards the customer satisfaction (CAPS) 4. Driving Team to generate revenues for the organization by upselling products, referrals and rescue management 5. Responsible to adhere to the standard operating procedures 6. Reduce dormancy and improve eligible base 7. Responsible for ASF collections from dormant members 8. Responsible to achieve CAPS score of + 80 and CES score of + 80 9. Create magical moments for customers at every touch point 10. Reduce incoming complaints 11. Focus of fixing problems through quality tools 12. Responsible for recruitment, training, mentoring and retention a. Of his team members b. Allocate tasks to the team c. Review of Teams performance d. Periodic tracking of performance appraisal of the team

Skills & Abilities:

1. Analytical skill and attention to detail are essential requirements for this role
2. Good decision-making skills to make recommendations for improvements and execute timely/correct decisions. 3. Patience and Good Listening Skills 4. Team Management 5. Persuasive, Negotiating and Influencing Skills 6. Excellent Interpersonal Skills as this role would require cross functional interactions. 7. Must also be an Excellent communicator so that he/she can guide their teams and encourage colleagues to maintain the highest standards of quality