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    Customer Experience - Bengaluru, India - PeopleLogic

    PeopleLogic
    PeopleLogic Bengaluru, India

    1 week ago

    Default job background
    Description

    AbouttheCustomer

    CompanyisIndiasleading lifestylecompanyand among the most admired and respected corporates in the country.

    AbouttheRole

    Designation:ManagerCustomer ExperienceRetail

    Criticalityof the role to the business : This role will be responsible forcreating a delightful differentiated and elevating CustomerExperience Journey across customer touchpointsfor

    TitanWorld Fastrack Stores andHelios.

    Objectives:Creating and crafting Customer experience for all Retail channelsas detailedbelow

    1.Designdevelop and execute customer journeys for various formats. Craftstrategies to build systems and processes to drive consumerexperience across all touchpoints. Work on ways of making targetedinterventions as per the cohorts identified through customerdata.

    Understandcustomer requirements and develop and define value added servicesat varioustouchpoints.

    2.Conceptualize and develop rollout tools and services enablingdigitization of customer experience (like Interactive digitalscreens QR code paperless transactions new technologies etc.)across stores aimed towards elevating customer experience andmanaging physicallimitations

    3.Developand Manage SFDC usage at stores and working on increasing the scopeofusage

    4.Designand develop customer facing policies empowerment policies. CreateSOPs for the store operations aimed towards standardization ofcustomer experience acrossstores

    5.Createaudit parameters with focus on providing standardized customerexperience and review the noncompliancepoints

    6.Developtraining interventions and training content for retail storesincluding customer experience product processes in coordinationwith the Retail Operations & TrainingTeam

    7.Bringing in collective ownership of customers across functions&the

    channels

    8.Benchmarking with other industries for bestpractices

    OtherAreas:

    1.Lead CustomerComplaints

    2.Mystery Audit & Next bestAction

    3.Driving Triton Club program for businessimpact

    4.NPS and Next BestAction

    5.GMB

    6.Collaborate with relevant stakeholders for a quickresolution

    WorkLocation:

    Bangalore

    WorkExperience:

    45Yearsofexperience

    Backgroundand Requirements

    JobRequirements

    EssentialAttributes:

    Drive forresults

    CustomerCentricity

    InterpersonalEffectiveness

    Ambiguitytolerance

    NurturesRelationships

    Emphatic towards customer & Storeteams

    DesirableAttributes : 45 years inRetail

    Qualifications:Post Graduate(MBA)

    DesiredExperience Level: 45 years(desirable)

    Retail

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