DGM/ GM “Customer Service Delivery” for a pioneer organization in Automobile Domain

Reports to           : CMD

Department       : Customer Relationship Management

Location               : Noida

Responsibilities:

 

·         Should ensure a delightful customer experience across all touch points and maintaining this at a cost of service which is in line with budgets  

·         Manage internal customer expectations, establishing processes, planning and training of people, which will needs working closely with all regional heads to ensure implementation by using innovative methods.

·         Respond to dynamic customer expectations by constantly innovating new ways of service delivery within the limited budget/manpower by enhancing productivity and implementing cost effective solutions.

·         Effective management of vendors where certain service delivery activities are outsourced and constant monitoring to identify outsource able processes.

·         Ensure a standardized service for all customers spread out in all locations by ensuring standardized processes

·         Evaluate financial viability of each Customer interface processes vis-à-vis cost of service

·         Identify key process gaps and ensuring timely closure of the same

·         Create and track annual operating plan for the customer service delivery piece

·         Ensure service assurance audits at all customer touch points through feedbacks to all stake-holders to ensure gaps are bridged

 

Educational Qualification                            : MBA from a reputed college/ university

 

Years of Experience                                       : 10 to 15 years

 

Preferable industry background               : Service Industry - Hospitality or Travel/ Airlines

 

Required Skill Set:

 

·         Must be able to understand dynamic customer behavior, their expectations, and aspirations.

·         High levels of analytical thinking. Must be able to analyze market segments, customer behavior and competition analysis.

·         Excellent interpersonal skills with an inane ability to manage people.

·         Very good team player should be able to work as a team in a matrix organization.

·         Good Patience levels.