Actively engage with different Brands and try to align them with our service excellence index, KPIs, delivery standards, policies etc. and ensure a seamless and enduring relationship with them. Come up with a coordinated operating model to give a wow customer experience.
Key Responsibilities:
- Monitor brand performance and maintain quality of interaction with the brands.
- Monitor SEI and focus on strategically driving brand service governance
- Understand users and their interaction with brand across platforms and leverage these interactions in driving business and enhance customer experience
- Regularly interact with the brand on the current performance and overall improvements for DI, FS, EW & NPS
- Rollout of service matrix,
DOA policy & svc details on every recent brand launch
- Update of service matrix for the existing brands every quarter
- Assist SO Brand SPOC for all service-related issues & seasonal planning.
- Plan calendarize meetings with the brands before/after season
- Align API discussion with brands & IRL IT team
Desired Qualification & Experience:
- Post-Graduation will be preferred
- Experience in CDIT industry is required.
- 10+ years of experience in the Service Industry preferably from Consumer Durables/ E-commerce/ Retail