- The Executive - Customer Experience is responsible for resolving issues, keeping customers updated, analysing trends, supporting clients, managing service schedules, maintaining records, and tracking performance metrics.
- The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.
Job Responsibilities:
- Deliver Budgeted Profit
- Achieve budgeted customer retention, on-time renewal and price Increases for Residential and Commercial customers
- Identifying Renewal Challenges for CCEs/CDEs/CSEs and guiding them with solutions to improve customer renewal.
- Usage of Renewal Portal in Totality & Driving Advance Renewal Process
- Deliver Budgeted Revenue Growth
- Branch CCE
- Generate referral leads from existing customers
- Revenue generation through referral leads and lost customers as per the target set Deliver outstanding customer care by delivering outstanding customer experience
- Work with branches to implement a complaint management process
- Build Teamwork and Engagement
- Embed new colleague model
- Ensure Customer Care colleague retention as per the target set
- As a part of the Talent process rollout, Identify the Top potential resources, Coach and Develop them
- Work on a Career path working closely with the region
- Introduce U+ training to CCE to enhance their Pest knowledge
Key Result Areas:
- Deliver Budgeted Profit through Price Increase
- Achieve Residential on time Renewal to 50% and Commercial Renewals to 80% Lead/Enquiry conversion
- Upselling revenue
- Customer retention
Competencies (Skills essential to the role):
Coach & Develop
As a part of the Talent process rollout, identify the successors and work with them to get to the next level. Create high-level transparency and visibility with clear timelines Deliver Results
The current challenge is on the discipline in the renewal process in many branches. Would set up the process discipline working closely with the branches which would support in the improvement of renewals
Leadership
Implementing Customer Care structure and making the team accountable, working with the branches to enhance the Ontime renewals and also achieve the desired Price increase by which the required support of Revenue growth is achieved.
Managing Self
Manages self to remain calm, focused and optimistic. Invests time in self-development. Shows resilience in tough situations
Work with Others
Work with the regional managers and support functions to ensure that we have a clear understanding of the renewal process which supports business in Customer retention / improved profitability and set the systems and process to support the enhancement of renewal performance across all the branches
Educational Qualification / Other Requirement:
Minimum Graduate (MBA/Related Post Graduation will have an added advantage)
Min experience of 4-6 years in related field
Positive Knowledge of Excel / Analytical skills
Role Type / Key working relationships:
Individual Contributor
Internal team
External stakeholders
Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.