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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