Manager Customer Centricity

• Oversee the customer experience strategy to ensure all customer touchpoints align with company standards for satisfaction and engagement.
• Provide constructive feedback to customer service representatives, communication teams, and other relevant stakeholders based on audit findings.
• Participate in cross-functional meetings to address quality-related issues.
• Analyse customer interactions and identify opportunities for improvement in communication effectiveness, accuracy, and customer satisfaction.
• Recommend and support the implementation of corrective actions to address quality deficiencies.
• Manage the escalation desk, handling critical and high-priority customer issues via calls and emails.
• Develop and update documentation related to quality standards and procedures.
• Ensure compliance with organizational policies, industry regulations, and best practices.
• Generate regular reports highlighting key performance indicators and areas requiring attention.
• Develop and implement initiatives to enhance the overall customer journey and increase customer loyalty.
• Work closely with process owners and stakeholders to identify and implement process improvements.
• Collaborate with training teams to develop and deliver targeted training programs based on identified quality gaps.
• Collaborate with cross-functional teams to resolve complex issues and prevent recurrence.
• Ensure timely and efficient resolution of escalated cases while maintaining a high level of professionalism and customer satisfaction.
• Maintain accurate and detailed records of audit findings, feedback, and corrective actions.
• Develop and maintain a thorough understanding of quality standards and implement measures to achieve and exceed benchmarks.
• Collaborate with various departments, including customer service, operations, and training, to ensure a unified approach to quality improvement.
• Assist in the continuous development of training materials to address evolving quality standards.
• Conduct comprehensive audits of voice calls, emails, and business processes to assess adherence to quality standards.

Functional Skills

Behavioral Skills

• Ability to work independently in a fast-paced environment.
• Bachelor’s degree in business administration or a related field, MBA preferred
• Excellent analytical and problem-solving skills.
• Candidates from banking or telecom can be considered for this role.
• More than 10 years of experience in customer experience management.
• Must have in-depth knowledge of and passion for customer satisfaction.
• Familiarity with quality management tools and methodologies.
• Proficiency in using relevant software and systems for monitoring and evaluation.
• Certification in quality management or related field is a plus.
• Influencing Skills
• Customer centricity
• Lateral thinking
• Negotiation Skills
• People skills
• Attention to detail and ability to multitask.
• Excellent communication skills, both written and verbal
• Proven experience in managing escalations, quality auditing, preferably in a customer service or contact centre environment.

Maternity support, including paid leave ahead of statutory guidelines, and flexible work options on return

Performance-based earning opportunities

Same sex partner benefits at par with married spouses

Mental wellness and self-care programmes, resources and counselling

New mothers can bring a caregiver and children under a year old, on work travel

Structured recognition platforms for individual, team and business-level achievements

Trust based sick leave

Adoption support; gender neutral and based on the primary caregiver, with paid leave options

Celebrating wins, the Godrej Way

Paternity support, including paid leave

Comprehensive health insurance plans, as well as accident coverage for you and your family, with top-up options