Lead - Voice of Customers

Job Description

Job The individual will be responsible for driving customer loyalty and satisfaction through the management and analysis of the Net Promoter Score program. Required to gather insights, develop strategies, and implement initiatives that enhance customer experiences and foster brand advocacy across all brands of Titan.External Interfaces Internal Interfaces CRM Tool VendorsAnalytics Function IT Function Inbound call-center Legal Function Business Divisions (especially sales team) Job Education Graduation or Post Graduation Relevant Experience Minimum of 15+ years of relevant experience with a bachelor\u2019s degree or 12 years with a Master's degree. Behavioral Skills Influencing skills Leadership Skills Problem-solving Stakeholder Management Conflict Management Knowledge Retail and service industry Voice of Customer tools Awareness of thelatest technologies and ability to create CRM-specific solutions Tech Inclined Excel Work Experience CRMCapture Voice of Customer (Customer Feedback) across all touchpoints Engage with business and brand SPOCs to finalize survey questionnaire. Deploy acustomized survey to capture Voice of Customer Customer responsesOn \u2013 time set up and deployment of surveysCRMAnalysis of Voice of Customer (Customer Feedback) Conduct preliminary analysis ofVoice of Customer data collected using NPS tool, specifically the data of detractors (purchasers who gave low scores in survey) Compile the Voice of Customer data and derive actionable insights. Track and report NPS scores periodically and create adashboard for all brands Actionable insights for businessTimely delivery of dashboards with actionable insights for businessCRMCoordination with business based on analysis and insights Document key actionable insights and share it with respective divisions and departments to alleviate customer pain points Govern and influence effective detractor engagement for winbacks. Actionable insights dataTrack and report improvements in customer journeys and product quality, resulting from VOC actionables.CRMPreventive measures design Analyze voice of customer data to derive actionable insights on preventive measures and present it to respective divisions and departments Coordinate with respective divisions and departments to work on action items and eliminate root causes for customer complaints Voice of customer data analysis and insightsCount and percentage of complaints received related to specific processCRMVoice of Customer platform / Tool vendor management Liaison with business to understand functional requirements and provide the requirements to NPS tool vendor Coordinate with legal department to create service agreement for vendors Conduct UAT (user acceptance testing) for new features implemented on the tool to determine fulfilment of functional requirement Review and process invoices on a time-to-time basis by coordinating with finance and other internal teams Validate pay-outs to vendors Engage with NPS tool vendor on report and dashboard related issues, store master mapping and data upload Functional requirements Processed invoices Re-designed voice of customer platform On-time delivery of functional requirements in tool On-time vendor payments Adherence to timelines of development & testing