Experience Manager

Role Summary

Client experience manager bridges the gap between the brand they represent for and the customers. It is their job to ensure that customer experience is engaging, efficient, and effective. They make sure that customer satisfaction and retentions are achieved, gaining better good will amongst the customers. Typically, they focus on designing and keep improving the customer experience constantly. Manages the strategic design, implementation and optimization of customer experience programs and initiatives that ensure a best in class customer experience.

Scope - All Centers

Roles & Responsibilities:

Service Level Excellence & Audits

• Establishing brand Standards and maintaining the same.
• Ensuring the standards for all touch points are followed and are uniformed.
• Centre level service audits conducted and reports presented on the same.
• Setup the escalation matrix for all feedbacks and complaints.
• Research best practices, establish metrics, collect and analyse customer data and feedback. Constantly keep evaluating customer touch points and develop the same.

Client Feedbacks & Complaints

• Highlighting the center level challenges and route it for resolutions.
• Become as the bridge and coordinate with the central strategic teams and the center teams. Handling top Key accounts of clients and servicing.
• Handling internal ticketing system and addressing the complaints and feedbacks raised on the portal.
• Dealing all customer complaints and analyzing the RCA.
• Analyzing the processes and developing further to ease the experience.

Key Accounts Handling

• Handling payment collections of key clients and ironing out the causes of the delay in the centers.
• Represents the customer experience vision and defines the goals to the center teams for a consistent end to end customer experience at the center level.
• Working with the center teams for operational solutions and assist in day to day activities.

Requirements:

• Hold a degree or equivalent qualification in customer service stream of industry.
• Effective communication skills.
• Proven relevant experience.
• Ability to travel and handle multiple units / centers.
• To possess organizational and time management skills.
• To possess client handling skills. • Should be comfortable with MS office application.
• Should be able to stand and work for extended period of time