GODREJ ONE, Pirojshanagar, Vikhroli, Mumbai, Maharashtra, India
Main Responsibilities:
Define & implement Customer Experience strategy and activities for India in alignment with Regional CX
Lead the implementation of CX Roadmap, including overall management of activities and timelines and working with stakeholders to facilitate execution of initiatives owned by other functions
Drive and track implementation of Customer Experience initiatives, including quick wins
Build capability to lead customer journey mapping activities
Lead VoC strategy and activities for India, in alignment with Region/Global
Embed data-driven approach to customer insights and decision-making within the culture – through activities such as utilization of the CX Scorecard and VoC
Drive the upskilling and engagement of the organization around Customer Experience
Lead NPS execution for APA as beacon metric for Voice of Customer
Management of NPS KPI’s, working closely with Markets, Regional & Global counterparts
Ensure follow-up on defined actions and define pathway for creating actions on a regional level
Analyze NPS and other aligned data sources (eg CX Scorecard) regularly to define insights & actions
Lead development of Voice of Customer approaches (including new tools / systems, dashboards, analytics) beyond NPS for customers across APA
Develop subject matter expertise on methodologies including survey design
Manage channels and platforms for collection of insights
Lead analysis of quantitative and qualitative data to generate insights
Design Voice of Customer approaches and methodologies in order to facilitate the identification and measurement of the drivers of business value
Own CX Scorecard for APA, including embedding its use in preparation for quarterly Market Dialogues
Support in Customer Experience communication, upskilling and engagement activities for the APA organization – including collation of quarterly highlights and CX Day activities
Support additional Customer Experience focus topics and activities as defined by the Customer Experience strategy and CX Roadmaps (ie journey mapping)
Job Requirements:
Postgraduate in Marketing or Agri Business Management
Minimum 3 years (preferably in Customer Experience / Management Consulting / Project Management / Sales / Marketing / Commercial roles)