Customer Experience Manager

Employer
TVS Credit Services Ltd.
Location
Chennai Chennai, Tamil Nadu Tamil Nadu, Tamil Nadu, India
Salary
Competitive Salary
Closing date
Dec 3, 2021

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Job Role
Manager
Salary Range
United Kingdom - GBP - £
Sector
Finance
Contract Type
Permanent
Hours
Full Time
Level of qualification
Qualified, CIMA
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Job Purpose
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  • Customer's interaction is designed to deliver experiences based on the brand's promise
  • Deliver consistent and similar experience across all touch points
  • Customer communication for new products or services are aligned across channels
  • Deliver higher NPS / tNPS on with new products/services on digital channels
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    Key Responsibilities

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  • Responsible for the End to End customer experience and processes related to the new products or services offered by Tvscs
  • Work with App team and ensure every touchpoint within the customer's interaction is designed to deliver experiences based on the brand's promise ensure
  • Support key promotion launches by designing the customer communication and service process flow
  • Create VOC mechanism in support with other stakeholders and be responsible for the Net Promoter Score (NPS)/Transactional Net Promotor Score (tNPS) of the new products or services
  • Drive customer experience improvement initiatives by diving deep in Voice of customer & via customer journey mapping
  • Work with other teams and provide support to set up the entire customer service processes
  • Collaborate with teams across Product, Marketing Communication, CRM and Online to deliver similar experience across all touch points
  • Identify potential improvements based on consumer research & market data analysis
  • Maintain effective stakeholder relationship to drive customer centric initiatives involving various customer journey touch points leading to higher NPS and CSAT
  • Enhance App experience to ensure higher conversion at platform with continuous benchmarking of customers' sentiments and improvement of platform experience to enhance repeat buyers
  • Support to deliver best in class User Experience, removing pain areas and working towards seamless experience of customers
  • Enable CRM Tech/software implementation from business side and help design programs to increase customer stickiness
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    Job Requirements



    Qualifications

    MBA from Tier I/II institutions



    Experience

    8-10 years of prior experience in the field of customer experience, customer engagement or marketing



    Functional Competencies
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  • Challenge all processes that impact our customers receiving the best possible experience
  • Well versed in effectively interacting with internal and external customers to identify and process their requirements
  • Proven ability to interact with stakeholders and ensure positive customer experience
  • Demonstrated ability to work effectively across organizational boundaries
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    Behavioral Competencies
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  • Good communication Skills (Verbal & Written) / Report writing
  • Project Management Skills
  • Intense Customer Focus
  • Excellent data management skills and analytical Skills
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