Assistant Manager Customer Experience

Profile Description

This role is accountable for planning & leading successful implementation of market outreach programs of all products/services of BSRM and ensuring customer satisfaction through addressing customer complaints, experiences and feedbacks.

Educational Qualification

Graduation in any discipline from any reputed public or private university.
MBA in Marketing will be considered as an added advantage.
 

Experience

5-10 years of relevant functional and people management experience, preferably in manufacturing industry.

Functional Activities

a) Prepare strategies for outreach programs for the year.
b) Plan and prepare quarterly and monthly plan for market outreach and campaigns.
c) Design outreach programs and set objectives accordingly.
d) Ensure timely execution of all sorts of Outdoor activities & Marketing Campaigns.
e) Work closely with new business projects of the group and develop market outreach programs.
f) Monitor the execution of campaigns and evaluate performance as per defined objectives.
g) Ensure achievement of brand awareness metrics as per defined criteria.
h) Assist in preparing budget for market outreach programs and ensure adherence to it.
i) Prepare strategies for customer experience feedback collection and monitoring.
j) Design process and templates to collect feedback from participants of outreach programs and different feedback collection channels.
k) Monitor to ensure optimum level of customer satisfaction through complaint management and solution management.
l) Identify the parameters to measure external customer satisfaction on products/services.
m) Build and maintain solid, robust and pertinent communication channels with customers and stakeholders of BSRM that allow for customer feedback and complaint to be attended.
n) Monitor the adequate collection of feedbacks and grievances and performance of the channels and methods.
o) Analyze feedback from customers to develop useful business insights and identify improvement areas.
p) Communicate and escalate the customer grievances to the right channel as required.
q) Lead, facilitates and oversee the integration of people, process and technology disciplines to ensure the delivery of best in class customer satisfaction.
 

Leadership, Talent and Culture Development

a) Attract and develop talent in the steel business.
b) Direct the process of effective department performance, overseeing performance management, recruitment, training and development of staff to ensure high level of engagement and motivated work environment. 
c) Engage and mentor direct reports to prepare them for larger and higher roles with BSRM.
d) Promote a culture of excellence and continuous improvement.  
e) Manage counselling and grievances of reportees.
f) Manage attendance and leave of reportees.
g) Ensure appropriate allocation of workload to reportees to enable work-life balance.

Coordination

a) Coordinate with concerned units/functions to follow-up on customer grievance and provide timely resolution.
b) Coordinate with Sales and other stakeholders to implement market outreach programs and campaigns nationwide.
 

Competencies