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Titan Company
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Regional Customer Experience Executive

Regional Customer Experience Executive

Titan Company

2 - 5 years

6 - 9 Lacs

Kolkata

Posted:1 month ago| Platform:

Apply

Skills Required

customer service customer complaints sales lean customer experience operations management project management customer relationship program management customer engagement store operations business development customer retention marketing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job

Process ContributionProcess OutcomePerformance Measure SalesCustomer EngagementManage the external vendors like event managers, hotels, collateral vendors etc. to enable smooth execution of engagement activities

Monitor all customer touchpoints in the stores and ensure exceptional experiment for all walk-ins

Ensure customer connects during birthdays & anniversary in coordination with the store staff

Organize and manage engagement activities within stores like birthday/ anniversary celebrations\"

Identify the dormant customers, prepare the customer list, analyse the list and provide suggestions to store managers on dormancy improvement

Coordinate with factories to organize visits and provide them with list of identified customers

Monitor special categories of customers like Hi Value customers and identify targeted engagement activities

Customer engagement plan

Customer satisfaction scores

Adherence to SOP

SalesStore ComplianceEnsure adherence to standard procedures for customer service for all customer across stores

Conduct training for store staff on the SOPs which includes personal grooming, etiquette etc.

Conduct store audits for compliance of SOPs & lean operations

Monitor the Encircle customer data and monitor Encircle issues and updates

Manage the customer complaints portal

Coordinate with internal team and ensure adherence of lean operations

Store operations management

Customer satisfaction scores

Adherence to SOP

Work Experience

Sales Experience

Customer Centricity

Interpersonal Effectiveness

Nurtures Relationships

Ambiguity tolerance

Build Effective Teams

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Titan Company

Consumer Goods - Watches and Jewelry

Bangalore

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Regional Customer Experience Executive