Customer Experience Manager

Position : Customer Experience Manager

Experience : 4-8 years experience

Job Location : Bangalore

Level : L5 / L6

Reporting to : Lead - Customer Experience

Scope of the role : Anchoring Pan India in-store experience of a Tanishq Customer from entry to exit while managing Experience metrics

Job Profile
• Anchor adaptation of Tanishq way of life processes across the country in a simplified manner by each retail sales officer.
• Plan for relevant customer lifecycle processes required, their relevant upgradation in steps basis business focus.
• Monitor the performance of key Customer journeys identified and business from the same.
• Monthly and quarterly planning of deliverables with vendor and in-house stakeholders
• Vendor partner on-boarding, management and periodic evaluation of quality of work delivered
• NPS project score and study management - Analyze and provide stakeholder specific learnings for next best action for the Brand function
• Health &; effectiveness management of Google my Business / GBP for stores
• Bridging gaps in business from customer voice to pre-emptive sentiments and studies
• Planning, Strategizing, positioning in-house stakeholder need gaps
• Plugging, simplifying and prioritizing training needs and effectiveness
• Driving remuneration and appreciation models

Key Deliverables
• Standardize of customer experience followed by each sales office in each store
• Reduce dispersion among regions on key experience metrics
• Delivering Sales contribution of all the newer customer journey to business parameters
• Effective use of MA for process improvement
• Brand improvements from voice of customers : Need gap analysis to plug in training as well as business requirements store wise / region wise / ABM wise
• The right person
• MBA from a premium institute with Sales Experience
• 5-6 years' experience in (sales &; marketing / Customer Experience).
• Good grasp on Trends in lifestyle categories , consumer understanding and ability to convert consumer insights into business initiatives
• Ability to analyze data
• Entrepreneurial skills - ownership / passion for the job, drive for results, innovative approach, etc.
• Some understanding of sales operations hence some prior sales experience
• Ability to work with multiple agencies and regions and stakeholders