Deputy General Manager/Senior Manager - Customer Care - Manufacturing Firm (18-30 yrs)

Position Overview : We are seeking a highly experienced and visionary Deputy General Manager (DGM) - Customer Care professional with a minimum of 18 years of experience, ideally from sanitaryware Industry. The ideal candidate will bring strong leadership skills, expertise in strategy, and a proven track record in change management to deliver exceptional customer service.

Key Responsibilities:

1. Customer Experience Centre Management:

- Oversee end-to-end operations of the Customer Experience Centre, ensuring the availability of necessary resources and tools for high-quality customer service delivery.

- Ensure seamless customer experiences through effective communication, strategic planning, and efficient execution.

2. Service Levels and Standards:

- Monitor and ensure the achievement and maintenance of agreed-upon service levels and standards.

- Develop, implement, and regularly update customer care policies and procedures to align with business needs.

3. Team Leadership and Development:

- Lead, mentor, and manage the customer care team, fostering a culture of excellence and customer-centricity.

- Identify training and development opportunities to enhance team performance and capabilities.