Customer Service Manager

Role & responsibilities

1. Develop & execute the strategic initiatives that will deliver a superior customer experience.
2. Retail infrastructure
1. Conceptualize & develop a Digital First customer showroom journey & ensure execution across all keymarkets
2. Build necessary tools and processes to deliver a superior & differentiated experience
3. Track analytics & generate actionable insights around key retail parameters such as walk-ins, leads, conversions, after-sales & overall customer experience scores
3. Training
1. Strengthen salesmen training & engagement programs, to ensure their capability & knowledge is up to date.
2. Develop the right delivery tools for online & offline engagement
4. Tools & Practices
1. Design & implement Dealership Customer Loyalty Programs to increase customer lifetime value
2. Monitor and track competitive customer experience
5. Building & managing relationships
1. Engage with Sales & distributor teams to assess market requirement & develop relevant solutions
2. Manage agencies & consultants to deliver all of the above initiatives
6. Timely and successful completion of key initiatives
1. Salesmen engagement scores
2. CSI / Brand health & other metrics to measure customer satisfaction

For more details:-
Amita Raut:-9201592048 (amita.raut@skillventory.com)