Job Description:

Business Context and Opportunities

 

A global conglomerate, the Aditya Birla Group is in the League of Fortune 500. Anchored by an extraordinary force of over 140,000 employees belonging to 100 nationalities, the Group is built on a strong foundation of stakeholder value creation. With over seven decades of responsible business practices, our businesses have grown into global powerhouses in a wide range of sectors – metals, pulp and fibre, chemicals, textiles, carbon black, telecom, cement, financial services, fashion retail and renewable energy. Today, over 50% of Group revenues flow from overseas operations that span 36 countries in North and South America, Africa, Asia and Europe.

 

The Group would like to expand its Retail Footprint and leverage the trust and synergy built over the years in luxury retail by launching a Jewellery Business in India. India's gems and jewellery market contributed around 7% to GDP and 14% to India’s total merchandize export in February’21 with a market size was at US$ 78.50 billion in FY21. The jewellery industry in India is largely driven by individual family owned small to medium size businesses. Thus, the Group anticipates that there is scope of development of large retailers / brand in jewellery industry in near future. The venture will benefit from the retail experience, knowhow and trust build over the years with various ABG Luxury Retail Brands. It will also be able to harness the people, technical and operational capabilities from Group’s retail arms. The range will be developed as a proof of concept for an integrated offering and may be diversified with multiple brands post establishment of a commercially viable business model. 

Essential Duties and Responsibilities:

• Functional Responsibilities

• Customer Experience Implementation: Implement strategies to improve customer satisfaction, retention. Analyze customer feedback and data to identify areas for improvement and implement actionable solutions.
• Outsourced Call Center Management: Oversee the performance of the outsourced call center, including managing relationships with external partners. Ensure that service level agreements (SLAs) and quality standards are consistently met.
• Team Leadership: Lead, mentor, and train internal store teams. Provide guidance and support to ensure alignment with customer experience goals and standards.
• Performance Monitoring: Track and analyze key performance indicators (KPIs) related to customer service, including call resolution times, NPS scores, and Non Buyer Scores, Mystery Audits. Prepare and present reports on performance metrics.
• Process Improvement: Identify and implement process improvements to enhance operational efficiency and customer experience. Develop and document best practices and standard operating procedures.
• Cross-Functional Collaboration: Work closely with other departments, including Marketing, Sales & Ops, Merchandising & Design, to ensure a seamless and consistent customer experience across all channels.
• NPS: Analyzing customer feedback & Verbatims. Utilize insights to drive improvements in service delivery and address recurring issues.
• Crisis Management: Handle escalated customer issues and complaints effectively. Build & share learnings.

Person Profile 

 

Experience of working in a Customer facing role with high degree of involvement in bring customer experience live. Speed of execution and passion for Service. Analytical & Digital mindset with a keen inclination to train & innovate.

 

Qualifications:

 

-  Education:  Bachelor’s degree in business administration, Management, or a related field. 

 

- Experience: Minimum of 5 years of experience in customer facing management role, with at least 2 years in leading a team. Experienced managing outsourced call centers is highly desirable.

 

- Skills: Strong leadership and team management abilities. Excellent communication and interpersonal skills. Proficiency in customer service software, CRM systems, and performance analytics tools. Ability to think strategically and manage multiple priorities.

 

- Attributes: Customer-centric mindset with a passion for improving customer experiences. Strong problem-solving skills and attention to detail. Adaptable and able to thrive in a fast-paced environment.

 

Additional Information:

 

- Travel required for Store visits & outsourced call centers for implementation of Customer Experience Strategies. Trainings of New Stores for Service Credo & Practices

 

 

 

Qualifications:

Minimum Experience Level:
6-15 Years

Report to:
Assistant General Manager