Assistant Manager- Customer Experience

• The Manager - Customer Experience is responsible for customer retention, on-time renewal, price increase and upselling / cross-selling and delivering outstanding customer experience.
• The incumbent shall report to the General Manager - Customer Care and must work as part of a multi-functional team. This involves collaboration with the internal team and external stakeholders.

Job Responsibilities:

• Deliver Budgeted Profit
• Achieve budgeted customer retention, on-time renewal and price Increases for Residential and Commercial customers
• Identifying Renewal Challenges for CCEs/CDEs/CSEs and guiding them with solutions to improve customer renewal.
• Usage of Renewal Portal in Totality & Driving Advance Renewal Process Deliver Budgeted Revenue Growth
• Branch CCE
• Generate referral leads from existing customers
• Revenue generation through referral leads and lost customers as per the target set Deliver outstanding customer care by delivering outstanding customer experience
• Work with branches to implement a complaint management process Build Teamwork and Engagement
• Embed new colleague model
• Ensure Customer Care colleague retention as per the target set
• As a part of the Talent process rollout, Identify the Top potential resources, Coach and Develop them
• Work on a Career path working closely with the region
• Introduce U+ training to CCE to enhance their Pest knowledge

Key Result Areas:

• Deliver Budgeted Profit through Price Increase
• Achieve Residential on time Renewal to 50% and Commercial Renewals to 80%
• Lead/Enquiry conversion
• Upselling revenue
• Customer retention
• Competencies (Skills essential to the role):
• Coach & Develop
• As a part of the Talent process rollout, identify the successors and work with them to get to the next level. Create high-level transparency and visibility with clear timelines

Deliver Results

• The current challenge is on the discipline in the renewal process in many branches. Would set up the process discipline working closely with the branches which would support in the improvement of renewals