Customer Engagement Manager

About Organisation:

Akshayakalpa is India’s first and most significant, Organic Milk producer every day reaching about 150,000 households in Bengaluru, Chennai and Hyderabad. We believe a lot of wrong has been done to farmers and food in the last few decades and our attempt is to make it right for both. We do this by creating role model farmers in villages who can inspire other farmers to stay put, grow and thrive in their own villages.

Responsibilities:

Leadership & Strategy:

• Develop and implement customer engagement strategies that align with the company’s goals and objectives.
• Lead, mentor, and manage the customer engagement team, fostering a culture of excellence and continuous improvement.

Operations Management:

• Oversee daily customer service operations, ensuring high-quality service delivery across all channels (phone, email, chat, social media).
• Analyze service metrics and customer feedback to identify trends, areas for improvement, and opportunities for innovation
• Meet the SLAs and other metrics set as targets as part of management reviews

Customer Experience Enhancement:

• Develop and implement customer service training programs that emphasize best practices and the use of technology.
• Monitor and assess customer satisfaction through surveys, feedback, and service analytics, take proactive measures to enhance customer experience.
• Lead the development, implementation, and optimization of chatbot technology to improve customer engagement and operational efficiency.

Technology enablement

• Study various tasks undertaken by the team to evaluate possible automation
• Work with both internal and external technology teams to build all the tech tools required to automate operations to the maximum possible extent
• Explore the best practices followed in the market in terms of technology and processes and see how we can implement it

Collaboration & Communication:

• Work closely with other departments (e.g., Sales, Marketing, Technology, delivery ) to ensure a cohesive approach to customer engagement and support.
• Communicate effectively with stakeholders, providing updates on performance, initiatives, and strategic plans

Team Building

• Build a team and culture that aligns with Akshayakalpa's Vision, values and culture
• Hire, retain and train employees. Wok with HR team to ensure regular appraisals, feed back and recognition
• Run various employee engagement activities working closely with HR
• Build a spirit of collaboration among team members
• Work on upskilling the team to enable them to take up more value-added roles