Customer Experience Manager/Dy. Manager

From 3 to 7 year(s) of experience
₹ Not Disclosed by Recruiter
Posted: 17 days agoOpenings: 1Job Applicants: 589Job Views: 1428

Job Description

Role & responsibilities

To oversee guest service, customer experience, and call center operations, driving improvements and excellence in both areas. Collaborate with cross-functional teams, manage training, quality, and audits, and ensure customer satisfaction

1. Drive customer satisfaction, net promoter score, and end-to-end issue resolution.

2. Manage bottom quartile performance and key performance indicators

3. Collaborate with Marketing, Operations, and other cross-functional channels to ensure the voice of the customer is heard and acted upon

4. Managing 3rd party CC Operations wrt Service Level, Training, Certification, and content development for Back End and Voice Operations

5. Monitor service targets, prepare root cause analysis for misses, and implement remediation

6. Act as a subject matter expert for new product rollouts and identify gaps in CC operations

7. Implement audit feedback to reduce risks and enhance control

8. Partner management, contract reviews, and invoice processing

9. Ensure the successful implementation of guest services projects, including digital enablement and tech releases

Preferred candidate profile

  • Qualification MBA/Graduate
  • Experience 3-7 years in a Customer Experience role at a Managerial Level, Complaint Handling/Management experience in a B2C setup, preferably from QSR, Telecom, or BFSI background

Role:Guest Service Associate

Salary: Not Disclosed by Recruiter


Department:Food, Beverage & Hospitality

Role Category:Front Office & Guest Services

Employment Type:Full Time, Permanent

Key Skills
Skills highlighted with ‘‘ are preferred keyskills


UG:Any Graduate

PG:MBA/PGDM in Any Specialization

Company Profile

Jubilant FoodWorks (JFL)

About Jubilant FoodWorks Limited
Jubilant FoodWorks Limited (JFL/Company) is part of Jubilant Bhartia group and India€™s largest food service company, with a network of 576 Domino€™s Pizza stores (as of 31 March, 2013) across 123 cities. JFL & its subsidiary operate Domino€™s Pizza brand with the exclusive rights for India, Sri Lanka, Bangladesh and Nepal. The Company is the market leader in the organized pizza market with a 67% market share in India (as per Euro monitor report 2013). The Company also has exclusive rights for developing and operating Dunkin€™ Donuts restaurants for India and has launched 14 Dunkin€™ Donuts restaurants in India (as of 30th June 2013).

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Company Info
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Contact Company:Jubilant FoodWorks (JFL)

Address:Plot No 1A,,,Sector-16A,NOIDA , NOIDA, Uttar Pradesh, India

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