Lead - Voice Of Customers Job in Titan Company
Lead - Voice Of Customers
Titan Company
4+ weeks ago
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
Job Summary
Job Description: We are seeking a highly experienced and dynamic individual to manage and enhance the customer experience across all Titan brands through the effective implementation and management of the Net Promoter Score (NPS) program. This role requires a strategic mindset, strong leadership skills, and the ability to drive customer loyalty, improve satisfaction, and foster brand advocacy through actionable insights derived from customer feedback. Key Responsibilities: 1. Customer Feedback Management (CRM): Capture the Voice of Customer (VOC) across all touchpoints, engaging with business and brand SPOCs to finalize survey questionnaires. Deploy customized surveys to gather customer feedback and ensure timely setup and deployment. Conduct preliminary analysis of customer responses, particularly focusing on detractors, and extract actionable insights. 2. Analysis & Insights Generation: Analyze VOC data collected through the NPS tool and derive key insights for improving customer experiences and addressing pain points. Regularly track and report NPS scores for all brands, creating a comprehensive dashboard for management and key stakeholders. Provide timely and actionable insights to the business, focusing on customer pain points and product improvements. 3. Cross-functional Collaboration: Coordinate with various business divisions, especially the sales team, to share insights and drive customer experience improvements. Influence and govern effective detractor engagement strategies to facilitate customer winbacks. Work closely with divisions to track improvements in customer journeys and product quality resulting from VOC actionables. 4. Preventive Measures & Root Cause Analysis: Analyze VOC data to identify recurring issues, and collaborate with relevant divisions to implement preventive measures and eliminate root causes of customer complaints. Design and present actionable insights to address issues and enhance the overall customer experience. 5. Vendor & Tool Management: Liaise with NPS tool vendors to understand and document functional requirements, ensuring alignment with business needs. Collaborate with the legal department to create service agreements for vendors, and manage vendor relationships for seamless tool operations. Coordinate with internal teams for user acceptance testing (UAT) and ensure that new tool features meet functional requirements. Oversee the timely processing of invoices, vendor pay-outs, and ensure the adherence to contractual timelines for tool development and testing. 6. Reporting & Documentation: Maintain and deliver up-to-date reports and dashboards on customer feedback, with a focus on actionable insights. Document key VOC insights, preventive measures, and improvements made to address customer complaints. Job Requirements: Education: Graduation or Post-Graduation in a relevant field. Experience: Minimum 15+ years of relevant experience with a bachelor s degree, or 12 years with a Master s degree. Experience in CRM, customer feedback analysis, and NPS management. Behavioral Skills: Strong influencing and leadership skills Excellent problem-solving abilities Effective stakeholder management Conflict resolution and negotiation skills Ability to drive initiatives and inspire teams across functions Knowledge & Technical Skills: Deep understanding of the retail and service industry Expertise in Voice of Customer tools and methodologies Awareness of the latest technologies and ability to create CRM-specific solutions Proficient in Excel and CRM tools Tech-oriented with an aptitude for exploring new software solutions Key Performance Indicators (KPIs): On-time delivery of survey setup and deployment. Accuracy and timeliness of NPS score reporting and dashboards. Effective implementation of actionable insights to improve customer journeys and product quality. Reduction in complaints related to specific processes based on VOC analysis. Successful management of vendor relationships and adherence to tool development timelines. On-time and accurate processing of vendor payments and invoices. External Interfaces: CRM Tool Vendors Analytics Function IT Function Inbound Call Center Legal Function Business Divisions (especially Sales Team) Internal Interfaces: Various business divisions and departments for cross-functional collaboration Legal and IT departments for tool and vendor management
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