Customer Experience Manager

Remote @Aditi Porwal in Management & Analysis
  • India View on Map
  • Salary: ₹2,400,000.00 - ₹2,500,000.00 / Yearly
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Job Detail

  • Experience 8 - 12 years

Job Description

About Company – With a global team size of over 370 and specialization in providing data management solutions to the aeronautics industry, the company has established itself as a key player in its field. Being a subsidiary of the world’s most renowned airline maintenance group company adds further credibility to its reputation. Since its establishment in 2007, the company has likely gained valuable experience and expertise in understanding the unique data management needs of the aeronautics industry. With its extensive knowledge and resources, it can offer tailored solutions to help airlines and other aviation companies effectively manage their data, streamline operations, and improve overall efficiency. The fact that many airline companies worldwide trust this company as a trusted partner is a testament to its reliability and the quality of its services. Building trust in the aviation industry is crucial, and being recognized as a trusted partner reflects the company’s commitment to delivering exceptional solutions and maintaining strong relationships with its clients. Overall, this company’s combination of industry expertise, global presence, and the trust placed in it by airlines around the world positions it as a leading provider of data management solutions to the aeronautics industry.

Job description –

How do you get to contribute to the business?
• Customer Partner of Choice
• Proactive issue resolution
▪ Define and manage real time operational monitoring, reporting and
alerting systems.
▪ Customer Satisfaction
▪ CSAT through Issue Resolution
▪ Own this initiative and ongoing process.
▪ Increase customer satisfaction through our responses.
▪ Customer SLAs
▪ Consistently exceed client SLAs and expectations.
▪ Monitor and report on Customer SLAs against client contracts to identify
areas of improvement and execute successful strategies to address.
▪ Create Customer Communication strategies
▪ Outline and execute successful strategies for customers during the
operational excellence and grow stages of the customer journey.
▪ Build CE’s brand and awareness across the business
• Learning, Training and Development
· Build and maintain a Centre of Excellence within CE
▪ Product suite knowledge.
▪ Operational Excellence.
▪ Be the go-to team for understanding our clients and products.
• Upsell professional services such as training as a service, Digital consultations etc. through our
support channels
• Personal Leadership and Development
o Leadership
▪ Mentor and develop career paths for all team members.
▪ Identify new skills needed to meet business requirements and fill this gap with
training, new hires and/or performance reviews.
• Personal Development
▪ Active delegation – to provide space for strategic objectives and long-term
planning.
▪ Stakeholder management – managing expectations.
▪ Understand and incorporate required changes to build and maintain a high
performing team.

Required skills

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