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    Senior Manager Customer Experience - Uttar Pradesh, India - Jubilant Foodworks

    Jubilant Foodworks
    Jubilant Foodworks Uttar Pradesh, India

    Found in: Talent IN C2 - 4 days ago

    Default job background
    Full time, Permanent
    Description

    Roles and Responsibilities

  • Drive Customer Satisfaction, Net Promoter Score for the Brand with insights to Operations and Marketing for intervention and improvement.
  • Bottom Quartile Management with respect to Key Performance indicators such as Concerns, NPS etc.
  • End 2 End Customer issue management and resolution. Take ownership and ensure Guest win-back.
  • Should have sufficient knowledge of Social Media and its impact on Brand.
  • Training need intervention Should have a knack of data driven insights and give inputs for Store intervention & periodic developments.
  • Collaborate with Marketing, Ops & other cross functional channels to ensure Guest Voice is shared and qualitative actionable is created.
  • Should be able to take ownership and drive excellence, communication skills and ability to read/present data.
  • Partner Management reviewing performance, contract management, invoice processing.
  • Concern Management - Owns the concern process from end to end perspective. Close the loop for each case by coordinating with Regional team/Corporate team & Customer.
  • Guest Services projects – Ensure that Guest services projects are implemented and executed on ground with maximum impact. Previous exposure to Digital led enablement and tech release done will be an added advantage.
  • Other Interpersonal Abilities
    Accountability and ownership – a critical aptitude required to succeed in this role.
  • Accountability and ownership – a critical aptitude required to succeed in this role.
  • A quick thinker – someone who know how to respond (not react) to high and demanding environment.
  • An ability to deduce the learning from every exception taken to improve the process. Great at multi-tasking, stakeholder management, acts as Voice of customer within organization

    • Desired Candidate Profile

  • Qualification – MBA/Graduate
  • Experience – 5-6 years in Customer Experience role at a Managerial Level, Complaint Handling/ Management exp. in B2C setup. Preferably from QSR, Telecom or BFSI background
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