Manager - CRM - Customer Experience - RFB - Mumbai - Lodha (I-Think Techno Campus) - B wing - JM

Job Description

Job Description

Job Description (JD)

Manager - Communication Management, CX

Grade: M3

Key Objective of the Job:

1. Improving the customer experience by improving the communication design
2. Managing existing customer communications & reporting
3. Collaborating with internal & external stakeholders for continuous improvement
4. To improve customer contractability

Major Deliverables:

1. Vetting the communication drafts for physical & digital communication channels
2. To regularly track & improve delivery rate.
3. Identifying & fixing the gaps in the existing communication
4. Adding new communications in the customer lifecycle
5. Liaison with the internal teams to work on the gaps as identified from customer's VOC
6. Reducing the communication related complaints
7. To improve customer contactability by executing campaigns & projects related

Skill Sets:

• Strong written communication skills
• Excellent planning & problem Solving
• Ability to multi-task & prioritize
• Proficient in Ms Excel based analytics
• Customer orientation attitude

Education:

• Preferable MBA graduate

Experience: Min. 1 year in relevant domain