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analyst/senior analyst - customer experience Jobs in Mumbai

analyst/senior analyst - customer experience

assistant manager - crm

customer experience manager

Unilever

<div>
 
 Position Title: Customer Delight Executive
 
 
 
 
 Location: Mumbai - HO
 
 
 
 
 Department: Customer Development &ndash; Centre of Excellence
 
 
 
 
 Job Description
 
 
 
 The Customer Delight Executive reports to the National Sales Operations Manager and is responsible to handle the various Customer Centricity agenda of the CD function. The focus of the role would be largely to manage the Primary Lever care operations for the distributors and Secondary Levcare operations for the Retailers. This job involves a lot of interactions with both internal and external stakeholders.
 
 
 
 Roles And Responsibilities
 
 
 
 <ul>
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 Co-ordinate with vendors managing the grievance redressal process for our customers (Primary Levercare for distributors and Secondary Levercare for retailers).
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 Ensure agreed service levels are always maintained by these centres with nil disruption in the operations, monitor quality of resources placed, regular review of the KPI&rsquo;s.
 </li>
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 Co-ordinate with the Customer Delight Officers in branch for timely resolution of the complaints raised by the customers pertaining to their branch clusters.
 </li>
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 Engage with stakeholders from different functions at times for any escalations or process deviations identified.
 </li>
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 Review complaints received, resolutions given by stakeholders, CSAT scores and highlight any red flags identified to the concerned process owners.
 </li>
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 Engage with customers through phone and market visits to take their feedback on the grievance redressal process.
 </li>
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 Strategize improvisations required in the process, observe emerging market trends in customer support space, align changes with concerned stakeholders and implement the same. Need to constantly work towards enhancing the Customer Centricity experience.
 </li>
 <li>
 Monthly reporting to the senior management on the Levercare operations, share insights where interventions are required from branches / functions.
 </li>
 <li>
 Co-ordinate with IT touch points for all CRM related developments and any infrastructure related support required for this process.
 
 
 </li>
 </ul>
 
 Skills Required
 
 
 
 <ul>
 <li>
 Graduate with MBA in Customer Relationship Management preferred.
 </li>
 <li>
 3-4 years of experience in handling customer support process for an organization.
 </li>
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 Excellent communication and interpersonal skills.
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 Very good organizational skills with focus on paying attention to details.
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 Strong problem solving and decision-making skills.
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 Ability to prioritize and manage multiple tasks simultaneously.
 </li>
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 Strong project execution skills.
 </li>
 <li>
 Proficiency in MS Office &amp; CRM tools.
 </li>
 <li>
 Willing for occasional travel pan India for customer and market visits.
 
 
 </li>
 </ul>
 
 All official offers from Unilever are issued only via our Applicant Tracking System (ATS). Offers from individuals or unofficial sources may be fraudulent&mdash;please verify before proceeding
 
</div>

Customer Delight Executive

<div>
 
 Entity:
 
 
 
 Customers &amp; Products
 
 
 
 Job Family Group:
 
 
 
 Business Support Group
 
 
 
 Job Description:
 
 
 
 Job Summary:
 
 
 Customer Operations (CO) team is responsible for end to end customer experience management for all customers of Castrol. This includes B2B &amp; B2C customers. The role will be handling CO operations in a particular region / segment. This will include responsibility for Customer Care, Quality, People and Processes within the area of operation. The person would also need to ensure seamless integration of processes across regions.
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Accountability for CO operations including Customer Care operation.
 </li>
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 Handle people, processes and systems for effective delivery of service.
 </li>
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 Provide leadership in developing and implementing continuous improvement initiatives.
 </li>
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 Drive operational efficiency by streamlining processes and eliminating waste.
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 Develop and implement strategies to improve overall customer experience.
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 Build and maintain performance metrics to measure success.
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 Identify opportunities for cost savings through improved efficiencies.
 </li>
 <li>
 Build positive relationships with internal and external customers.
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 Optimally communicate goals, expectations, and progress to senior leadership.
 
 
 </li>
 </ul>
 Qualifications:
 
 
 <ul>
 <li>
 Minimum Qualification: Bachelor&rsquo;s degree or equivalent in business administration or related field. MBA or equivalent experience preferred.
 </li>
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 Experience: Demonstrated ability of 15 years+ in Customer Service/Operations. Oil proven experience is preferable.
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 Knowledge, Skills, Abilities:
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 Strong analytical and problem-solving skills.
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 Excellent communication and interpersonal skills.
 </li>
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 Proven track record to motivate change and lead interpersonal transformation.
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 Demonstrated ability to prioritize and meet deadlines.
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 Strategic problem solver with a focus on execution.
 </li>
 <li>
 Adaptable and resilient with a growth mindset.
 </li>
 <li>
 Proficiency in MS Office Suite.
 </li>
 <li>
 Able to travel as per requirement.
 
 
 </li>
 </ul>
 
 Travel Requirement
 
 
 
 Up to 25% travel should be expected with this role
 
 
 
 Relocation Assistance:
 
 
 
 This role is eligible for relocation within country
 
 
 
 Remote Type:
 
 
 
 This position is not available for remote working
 
 
 
 Skills:
 
 
 
 Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer-Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization
 
 
 
 Legal Disclaimer:
 
 
 
 We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp&rsquo;s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.
 
 
 If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.
</div>

Customer Operations Manager - India

Godrej & Boyce Mfg. Co. Ltd.

<div>
 
 
 Key Result Areas:
 
 
 <ol>
 <li>
 Customer experience delivery and management
 </li>
 <li>
 Achieve business volumes.
 </li>
 <li>
 Relationship management
 </li>
 <li>
 Compliance Management
 </li>
 </ol>
 
 
 
 
 
 Job Description:
 
 
 
 
 1)Customer experience delivery and management
 
 
 <ol>
 <li>
 
 Handle store walk-ins
 
 - Understand customer requirement &amp; co-create designs with customers. Guide customers on material, product, and accessories selection.
 </li>
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 Ensure timely closure of designing with customers as per sales process. Create estimates &amp; follow up with customers.
 </li>
 <li>
 Visit customer homes for inspection of site jobs.
 </li>
 </ol>
 
 
 
 
 
 2) Achieve business volumes
 
 
 <ol>
 <li>
 Lead generation through architects and interior designers by relationship building.
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 Create designs in 3D software and AutoCAD.
 </li>
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 Ensure timely order booking, collections.
 </li>
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 Close orders and achieve desired sales targets.
 </li>
 </ol>
 
 
 
 
 3) Relationship management
 
 
 <ol>
 <li>
 Resolve customer complaints by coordinating with all stakeholders.
 </li>
 <li>
 Take completion certificate signoffs from customers.
 </li>
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 Required to do follow-ups post sales.
 </li>
 <li>
 Required to go on site for taking Measurement.
 </li>
 </ol>
 
 
 
 
 4)Compliance Management
 
 
 <ol>
 <li>
 Work as per defined policies and procedures.
 </li>
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 Should be comfortable working on weekends (Saturday &amp; Sunday)
 </li>
 </ol>
 
 
 
 
 Qualifications Required:
 
 Graduate in any discipline/ Degree/Diploma in Interior Designer/Bachelors in Architecture
 
 
 
 Preferred Qualification:
 
 Degree/Diploma in Interior Designer/Bachelors in Architecture
 
 
 
 
 
 SPECIAL SKILLS REQUIRED
 
 
 
 
 
 
 
 Essential:
 
 Proficient in Auto CAD, Sketch up and MS Excel. Excellent creativity in designing &amp; conceptualizing, well verse with designing residential interiors. Good communication and writing skills. Ability to sketch detailed drawing.
 
 
 
 Competencies Required:
 
 
 <ol>
 <li>
 Result Orientation with Execution Excellence
 </li>
 <li>
 Customer Centricity
 </li>
 <li>
 People Development and Collaboration
 </li>
 <li>
 Initiative &amp; adaptability
 </li>
 <li>
 Effective communication
 </li>
 <li>
 Bold &amp; persuasive
 </li>
 </ol>
 
 
 
 
 Experience:
 
 
 
 2 Year of Experience for Bachelors in Architecture/Degree in Interior Designing &amp; 3 Years work experience for Diploma in Interior Designing/Graduate in ay discipline.
 
</div>

Kitchen Designer

HDB Financial Services Ltd.

<div>
 
 Key Reponsibilities
 
 
 
 Business Achieve contributed value targets set for the branch.
 
 
 Ensure sales volumes for multiple products, sourcing quality underwriting diligence to meet sales targets while controlling delinquencies and frauds.
 
 
 Provide superior customer experience.
 
 
 Manage TAT&rsquo;s on credit processing.
 
 
 Minimize pre post disbursal discrepancies.
 
 
 Monitoring Performance.
 
 
 Monitoring Branch performance in terms of key drivers i.e.Contributed Value/ Volumes / Profitability / Expenses / Losses/ Employee Retention/ Employee Productivity/ Customer experience/ Monitor individual performance of each employee, continuously work to maximize productivity.
 
 
 People Management Motivate and develop branch team.
 
 
 Drive branch team to excel.
 
 
 Manage and mentor the team and keep attrition of branch staff low.
 
 
 Conduct regular meeting with branch staff Provide open and honest feedback and ask for feedback.
</div>

Branch Manager

BookMyShow

<div>
 
 Red Stub Club is an exclusive, invite-only membership by BookMyShow, designed for the cr&egrave;me de la cr&egrave;me. At RSC, we specialize in curating extraordinary experiences across live entertainment, fine dining, sports, and cinema&mdash;both in India and across the globe. More than just access, we create bespoke, world-class moments that are rare, unforgettable, and tailored for a select few.
 
 
 
 
 This membership is extended only to a chosen circle of VIPs&mdash;those who value the art of entertainment at its very finest. With RSC, every occasion becomes more than an event; it becomes an experience elevated.
 
 
 
 
 Your Profile
 
 
 
 <ul>
 <li>
 Team Assistance: Help the RSC team with planning, coordination, and documentation.
 </li>
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 Internal Coordination: Be the point of contact between different teams within the organization to collect information and keep tasks moving.
 </li>
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 Information Gathering: Proactively find and share details needed by the team to complete projects smoothly.
 </li>
 <li>
 Member Experience Support: Assist the team during events to make sure everything is seamless and members are well taken care of.
 </li>
 <li>
 Communication Support: Use strong communication skills when required to interact with clients in a professional way.
 </li>
 <li>
 Tools &amp; Reporting: Work on Canva, PowerPoint, and Excel to prepare presentations, reports, and trackers for the team.
 
 
 </li>
 </ul>
 
 Your Checklist
 
 
 
 <ul>
 <li>
 A go-getter attitude with strong networking and information-seeking skills.
 </li>
 <li>
 Excellent communication and interpersonal skills to manage high-profile member interactions.
 </li>
 <li>
 Good organizational abilities with attention to detail.
 </li>
 <li>
 Creative edge and a strong proficiency in Canva and/or PowerPoint, and Excel.
 </li>
 <li>
 Current student or recent graduate (Hospitality, Marketing, Event/Luxury Management, or related fields).
 </li>
 <li>
 Prior exposure to client-facing or hospitality roles is a plus.
 </li>
 </ul>
</div>

Trainee - Client Experience

Just In Time

<div>
 
 
 Role Overview
 
 
 
 The E-commerce Manager will be responsible for driving the company&rsquo;s online sales and digital retail strategy. This role involves managing day-to-day e-commerce operations, enhancing customer experience, optimizing product listings, and leading initiatives that improve sales performance across online platforms (own website, and marketplaces). The E-commerce Manager will act as the bridge between technology, marketing, and operations to ensure seamless digital retail growth.
 
 
 
 Key Responsibilities
 
 
 
 
 Strategy &amp; Business Growth
 
 
 <ul>
 <li>
 Develop and execute the e-commerce business plan aligned with retail objectives.
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 <li>
 Identify growth opportunities through online channels, digital marketing, and partnerships.
 </li>
 <li>
 Drive customer acquisition, retention, and loyalty programs through online platforms.
 </li>
 </ul>
 
 
 Platform &amp; Operations Management
 
 
 <ul>
 <li>
 Manage day-to-day operations of the company&rsquo;s e-commerce website and marketplace channels (Amazon, Myntra, Ajio, etc.).
 </li>
 <li>
 Oversee product catalogue management, pricing strategy, promotions, and inventory coordination.
 </li>
 <li>
 Ensure seamless order processing, logistics, and timely delivery in coordination with supply chain teams.
 </li>
 </ul>
 
 
 Customer Experience &amp; Engagement
 
 
 <ul>
 <li>
 Optimize website navigation, content, and user experience to increase conversions.
 </li>
 <li>
 Monitor customer feedback, reviews, and complaints to drive improvements.
 </li>
 <li>
 Work with customer service teams to ensure prompt resolution of online queries.
 </li>
 </ul>
 
 
 Marketing &amp; Analytics
 
 
 <ul>
 <li>
 Collaborate with the marketing team to plan and execute digital campaigns, SEO/SEM, influencer marketing, and social commerce.
 </li>
 <li>
 Track and analyze sales performance, website traffic, conversion rates, and ROI of online campaigns.
 </li>
 <li>
 Use data-driven insights to refine e-commerce strategies and enhance customer journey.
 </li>
 </ul>
 
 
 
 
 
 Team &amp; Stakeholder Management
 
 
 <ul>
 <li>
 Lead and mentor the e-commerce team, ensuring alignment with overall retail strategy.
 </li>
 <li>
 Coordinate with IT, logistics, merchandising, finance, and marketing teams for smooth operations.
 </li>
 <li>
 Build partnerships with marketplace account managers and technology vendors.
 </li>
 </ul>
 
 
 Key Skills &amp; Competencies
 
 
 <ul>
 <li>
 Strong understanding of e-commerce platforms (Shopify, Magento, etc.) and marketplace operations.
 </li>
 <li>
 Knowledge of SEO, SEM, digital marketing, and analytics tools (Google Analytics, Meta Ads Manager).
 </li>
 <li>
 Excellent leadership, communication, and project management skills.
 </li>
 <li>
 Strong analytical mind-set with the ability to interpret data and drive actionable insights.
 </li>
 <li>
 Customer-first approach with focus on user experience and digital innovation.
 </li>
 </ul>
 
 
 Qualifications &amp; Experience
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Marketing, E-commerce, or related field (MBA preferred).
 </li>
 <li>
 5&ndash;8 years of experience in e-commerce, preferably within the retail sector.
 </li>
 <li>
 Proven track record of scaling online sales and managing marketplace relationships.
 </li>
 <li>
 Hands-on experience in managing e-commerce platforms, campaigns, and operations.
 </li>
 </ul>
 
 
 Key Performance Indicators (KPIs)
 
 
 <ul>
 <li>
 Online sales revenue and growth rate.
 </li>
 <li>
 Conversion rate optimization (CRO).
 </li>
 <li>
 Customer acquisition cost (CAC) &amp; Lifetime Value (LTV).
 </li>
 <li>
 Marketplace performance (sell-through rate, ratings, and reviews).
 </li>
 <li>
 Website traffic and digital engagement metrics.
 </li>
 <li>
 On-time order fulfilment and customer satisfaction scores.
 </li>
 </ul>
 
 
</div>

Ecommerce Manager

Ipca Laboratories Limited

<div>
 
 
 Ipca Laboratories Ltd is hiring into Product Management Team for below mentioned positions, based at Mumbai.
 
 
 
 
 Product Manager, Senior Product Manager
 
 
 
 
 Segment : Rheumatology
 
 
 
 
 
 
 
 Job Summary:
 
 
 
 Candidate will be responsible for handling marketing function of Rheumatology / Ortho Segment.
 
 
 Proactive development of marketing and promotional mix to meet brand objectives and customer needs.
 
 
 Design Promotional / communication strategies for the assigned brand.
 
 
 Liaison with external agencies to develop compelling brand communication.
 
 
 Customer oriented campaign &amp; special activities for assigned brands.
 
 
 Monitoring business performance and external environment and deliver corrective action as required to meet the business objectives.
 
 
 Act as brand champion to create enthusiasm among internal customer.
 
 
 
 
 
 
 Desired Candidate Profile:
 
 
 
 B. Pharma or B. Sc.
 
 
 Min 3-4 yrs Experience into marketing (Pharma PMT)
 
 
 Experience in any segment with Marketing Orientation
 
 
 Exceptionally well organized with a track record that demonstrates self motivation, creativity
 
 
 Candidate should be excellent in written &amp; verbal communication
 
 
 
 
 
 Interested applicants share resume at
 
 neha.jaybhaye@ipca.com
 
 
 
 
</div>

Product Manager / Senior Product Manager - Rheumatology

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