* Map customer journeys of MGD Units to identify the gaps in customer experience across all touch points, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support. * Track customer history and customer feedback and analyse & interpret the customer data following proper documentation. * Communicate with internal stakeholders such as customer service executives and other customer-facing teams to identify technological opportunities, if any in the brand experience. * Support Head - IT in executing the digital Transformation of Customer Experience Management. * Assist Information Technology Team to ensure a seamless brand and buying experience with the use of technology for developing a Customer-centric culture. * Prepare flowcharts of CXM workflow as per the instructions of senior management and present to Top level management. * Communicate the process flow and requirements to the vendor as per the instructions of superiors and coordinate vendor meetings with the Management. * Train the employees on the new Technological aspects of customer experience initiatives at MGD units. * Assist in aligning customer experience strategies with marketing initiatives by communicating new technological improvements implemented in the Market to the Management. * Conduct Market study to identify and analyse industry trends and new CRM technologies and communicate to the Superiors.
Internal Process
* Ensure that all activities are carried out as per the standard operating procedures (SOPs) in the section. * Ensure adherence to all departmental processes, policies, procedures and standards such as regulatory guidelines on accounting and internal policies. * Prepare regular and ad-hoc reports to management and other stakeholders as required.
People development
* Continuously strive for self-development by actively seeking opportunities for growth. * Ensure adherence to timelines for completion of the performance appraisal for self. * Take overall responsibility for identification of training needs and completion of mandatory training programs/certifications for self.