Lead - Customer Retention Cell

Job Title Lead - CRC Band/Level AVP or DVP Department Customer Retention Cell Vertical Customer Retention Cell Team (Y/N) No. of Reportees if (Y) Yes (100) Reporting Manager Job Location Jaipur State Rajasthan Candide must have experince in Vehicle Loan - Call center 1. Customer Acquisition: New customer acquisition as per the companys policies. 2. Customer Retention: Ensure customer retention to reduce customer churn and increase customer loyalty as per the companys policies. 3. File Management: Customer loan file login to disbursement TAT Management. 4. Process Improvement: Identify and implement process improvements to enhance customer experience and reduce costs. 5. Customer Feedback and Insights: Collect and analyse customer feedback to identify trends and areas for improvement. 6. Team Management: Lead and manage a team of customer retention executives, providing training and feedback to ensure excellent service delivery. 7. Performance Monitoring: Monitor and analyse key performance indicators (KPIs) such as customer retention rates, customer satisfaction, and revenue growth. 8. Collaboration with Other Teams: Work closely with other teams, such as sales, marketing, and product development, to ensure a cohesive customer experience. Specialized Knowledge • Understanding of customer behaviour, segmentation and targeting Skill Set (Must) Excellent leadership and management skills. Excellent analytical and problem-solving skills. Excellent inter-personal skills Skill Set (Desired) Technical Skill • Proficiency in Microsoft Office, including Excel, Word, and PowerPoint. Professional Certificate ( If Any) • Certification in customer service or retention will be an added advantage. Experience Range • Minimum 14 years of experience in customer retention, customer service, or arelated field. With Warm Regards, Ravi Kumar SharmaDeputy Manager | Skillventory M | +91-7489933146 / 9713759707 Mumbai | Indore | Ahmedabad | Pune | Bangalore www.skillventory.com | www.facebook.com/skillventory