ASSISTANT MANAGER - CUSTOMER EXPERIENCE MANAGEMENT

MGR1826
ASSISTANT MANAGER - CUSTOMER EXPERIENCE MANAGEMENT
Malabar Head Quarters
Functional Responsibilities

* 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.
Information Technology
Calicut
KERALA
INDIA
B TECH/BE
BELOW 35
5 to 6 Years
AS PER INDUSTRY STANDARD (INR)