Thread Started by #sonali nanda

JOB PROFILE

Job Title: Manager – Customer Delight

Department / Group: Sales & Aftersales

Benefits to be included ( Bonus / incentives etc): Annual performance related bonus

Gender Preference Female

Age Preference (Range) 30-35

Industry Preference Customer Service function in Banking / Insurance/ Automobile/aviation/Hospitality/ any other service segments Experience Range 6 – 10 years

Qualifications Required / Desirable Qualifications Minimum Graduate, PGDBM, is desirable & preferable

Key Responsibilities of position

1 Customer Relations Management

a. Analysis, improvement, development of new CRM activities

b. Coordination of customer information ( from database) and customer touch points

c. Update and maintenance of customer database

d. Ensure that staff is prepared / informed for planned visits of customers for a tailor-made treatment

e. Ensure implementation of customer information within CRM activities



2 Customer Satisfaction Survey ( Sales & Aftersales)

a. Detailed analysis of CSS results on the online portal

b. Plan countermeasures to improve weak areas.

c. Ensure personalized countermeasures for dissatisfied customers

d. Analysis of delight specific results and incorporation into the requirement list

e. Keep a track of overall satisfaction scores

f. Monitor the implementation and effectiveness of the countermeasure plans

g. Conduct a root-cause analysis for the customer complaints and escalations received.

h. The Customer Delight manager is the leader of the Kundentisch meetings( monthly meeting) focusing on areas of improvement



3 Training:

a. Proactive improvement of employee (soft) skills

b. Planning of delight training for employees



4 Event Participation

a. Involvement in dealer events

b. Ensure high quality and satisfaction with delight factor

c. Personalised contact for VIP customers



5 Sales Process and Service Core Process

a. Daily supervision of customer touch points (but no personal involvement / direct contact)

b. Ensure coordination between all departments in regard to customer touch points (interfaces!)

c. Implementation and realization of defined activities for each touch point of the requirement list

d. Implementation of the defined ways to delight (interpersonal, quantifiable, surprising) within each touch point.

e. Dealer representative for all customer related topics



6 Complaint Management

a. Keep an overview of open complaints and monitor broad process of resolution

b. Have broad pro-active measures taken towards resolution of the complaints

c. Keep track of the complaint ratio





Experience Profile

• B.Tech, MBA ( Preferable),

• Leadership Quality

• High positive attitude

• Excellent communication skills

• Team work approach

• Sensitive towards processes & their refinements

• Innovative ideas

• High customer centric approach

• Ability to inspire people

• Talent to train & coach people



Interested candidates plz mail ur profiles at sonali dot nandagopal at globoficient dot com
26th March 2013 From India, Bangalore
JOB PROFILE
Job Title: Manager – Customer Delight

Department / Group: Sales & Aftersales
Profile Requirements
Gender Preference Female Age Preference (Range) 30-35
Industry Preference Customer Service function in Banking / Insurance/ Automobile/aviation/Hospitality/ any other service segments Experience Range 6 – 10 years
Qualifications Required / Desirable Qualifications Minimum Graduate, PGDBM, is desirable & preferrable
for more details plz mail to sonali dot nandagopal at globoficient dot com
26th March 2013 From India, Bangalore
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