Husk Power Systems - Head - CRM (12-15 yrs)

Husk:

Husk Power Systems ("Husk") is an award-winning rural-tech company serving rural India and Sub-Saharan Africa.

In 2023, it was named "World's Best Challenger Brand" in the energy industry and is a 3-time Global Cleantech 100 company.

The CEO has been recognized by TIME magazine as one of the 100 climate leaders in the world.

The company's AI-powered rural platform provides 24/7 renewable power to rural households, commercial customers, institutions and small factories.

It also delivers a range of other products and services, including e-commerce and credit-financing of branded appliances for home and commercial use, as well as community-based solutions for e-mobility and the agricultural value chain.

Husk's mission is to supercharge economic growth and social wellbeing in rural communities that are unserved and underserved.

Huskify is Husk's pioneering ecommerce app designed exclusively for rural India, addressing the unique needs of customers in tier-2/3 cities.

From meticulous product selection to user-friendly app design, every aspect is optimized for the rural demographic.

Our approach extends beyond digital storefronts; we've fine-tuned logistics and pricing strategies to align seamlessly with the rural landscape.

At Huskify, we're not just building an ecommerce platform; we're fostering trust and reliability in every transaction.

By delivering on promises, we contribute to the growth of Bharat, aiming to be the go-to online destination for rural customers seeking a diverse range of products.

Join us in shaping the future of rural ecommerce and building India's first Direct-to-Rural platform.

Responsibilities:

- Develop and execute customer relations strategies, policies, and procedures to ensure exceptional customer experiences throughout the customer journey.

- Lead and manage a team of customer relations professionals, providing guidance, coaching, and support to achieve departmental goals.

- Collaborate with cross-functional teams, including Sales, Marketing, and O&M, to align customer relations efforts with overall business objectives.

- Establish and maintain a customer-centric culture within the organization, promoting a customer first mindset across all departments.

- Develop and implement customer feedback mechanisms to gather insights, assess satisfaction levels, and identify areas for improvement.

- Analyze customer data and feedback to generate actionable insights and recommendations for enhancing customer experiences.

- Implement effective customer segmentation strategies and develop personalized communication plans to engage customers and drive loyalty.

- Oversee the resolution of customer issues and complaints, ensuring timely and satisfactory resolution to maintain customer satisfaction.

- Monitor customer satisfaction metrics and KPIs, regularly reporting on performance and making recommendations for improvement.

- Stay updated on industry trends and best practices in customer relations management, proactively identifying opportunities for innovation and continuous improvement.

- Foster strong relationships with key customers, conducting regular business reviews and seeking opportunities for upselling or cross-selling.

Qualifications:

- Bachelors / Master's degree in Business Administration in Mass Communication, Public Relations or a related field.

- 12-15 years of experience in customer relations management, with a proven track record of delivering exceptional customer experiences.

- Strong leadership skills, with the ability to motivate and inspire a team to achieve departmental goals and deliver outstanding results.

- In-depth knowledge of customer relations best practices, methodologies, and technologies, with experience in implementing customer-centric strategies.

- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders at all levels.

- Analytical mindset with the ability to leverage data and insights to drive decision-making and customer-focused initiatives.

- Proficiency in customer relationship management (CRM) systems and other relevant software tools.

- Strong problem-solving and conflict-resolution skills, with the ability to handle complex customer issues and complaints effectively.

- Proven ability to manage multiple tasks and priorities in a fast-paced, deadline-driven environment.

- Customer-centric mindset with a passion for delivering exceptional customer experiences.

Is required to travel for at least 7 days per month, to meet customers and obtain their feedback.