Manager - Customer Delight

Job highlights

• Bachelors degree in any field .
• Proven experience in a customer service as Assistant Manager / Manager,preferably in the D2C company . Strong leadership and team-building skills,with a focus on mentoring and development
• Customer Experience . Design and implement strategies to improve customer satisfaction,loyalty,and retention

Location: Ugaoo Farm, Talegaon (On-site)

Job Summary

As the Manager - Customer Delight, you will lead a team dedicated to enhancing our customers plant care journey. You'll ensure proactive and engaging support by empowering your team with the right training, resources, and strategies. This role is pivotal in fostering lasting relationships, driving loyalty, and promoting a culture of customer-centric excellence.

Responsibilities

• Customer Experience

  • Design and implement strategies to improve customer satisfaction, loyalty, and retention.
  • Ensure customers receive proactive support, education, and guidance for their gardening needs.
  • Resolve escalated customer issues, ensuring timely and satisfactory outcomes.
  • Set clear performance goals and consistently monitor Key Performance Indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS).
  • Ensure the Net Promoter Score (NPS) remains above 90% by delivering exceptional customer experiences and fostering loyalty.
  • Continuously identify and implement opportunities to enhance customer satisfaction across all communication channels, including phone, email, chat, and social media platforms like Twitter, Facebook, LinkedIn, and Instagram (comments and DMs).
  • Develop and maintain customer service policies, procedures, and standards.

• Team Management and Development

  • Recruit, mentor, and manage the Customer Delight team.
  • Conduct regular training sessions and workshops focused on plant management and customer engagement.
  • Foster an environment of encouragement, empowerment, and professional growth.

• Industry Awareness and Innovation

  • Stay ahead of industry trends and incorporate best practices into the team's approach.
  • Leverage the latest tools and technologies to enhance customer interactions and support efficiency.

  Requirements

• Bachelors degree in any field

• Proven experience in a customer service as Assistant Manager/Manager, preferably in the D2C company

• Strong leadership and team-building skills, with a focus on mentoring and development.

• Proficiency in customer service tools, software, and databases.

• Excellent verbal and written communication skills, with strong troubleshooting capabilities.

• Ability to think strategically, manage priorities, and implement innovative solutions.

• Passion for gardening and knowledge of plant care is highly desirable.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.