Customer Care Manager - Communication & Benchmarking

Job Requirements

Company Name: Titan

Job Title: Customer Care Manager - Communication & Benchmarking

Job Type: Regular/Permanent

Job Category: Jewellery-SMR

Department: Retailing-Tanishq

Location: Bengaluru, Karnataka, India

Job Requirements

• Develop and administer communication channels with Tanishq to manager her non-sale journey with the business.
• Evolve customer propensity-based resolution mechanism basis identified parameters.
• Convert negative descriptive GMB ratings and Detractors into formal tickets and pursue closures Run win-back campaigns for no Purple unhappy customers in coordination with the Retail team.
• Coordinate with L&D and CEEs to cascade resolution incidences with wider relevance with an aim to educate and prevent.
• Develop customer sensitivity indicators in CRM basis escalations, exceptions, SMT connect etc.
• Benchmark best practices inside and outside TCL and integrate them in Tanishq Care.
• Work closely with Complaints' Administrator in developing and rolling out training and induction SOPs.

If you are a customer-centric individual with a passion for delivering exceptional service, we would love to hear from you. Apply now to join our team at Titan as the Customer Care Manager for our Jewellery-SMR division.

Work Experience

Education: Bachelor’s degree in marketing, Communications, Business Administration, or a related field.

Experience: 5+ years of experience in customer engagement, marketing, or a related role, with at least 2 years in a managerial capacity.

Required Skills:

• Strong analytical skills and experience with data-driven decision-making.
• Excellent verbal and written communication skills.
• Proficiency in CRM and marketing automation tools.
• Ability to work collaboratively across departments and manage multiple projects simultaneously