Flipkart Hiring for Manager II – Customer Experience at Bangalore Full Time

About us:

Jeeves & F1, both part of the Flipkart Group of companies, are among India’s largest third party neutral service providers offering comprehensive lifecycle management for various categories including Mobility, Consumer Electronics, Home Appliances, Furniture, IT & IT Peripherals, AV & Enterprise Solutions, Lifestyle and Personal Healthcare. We enable our customers to focus on growing their business as we manage their post-sales service experience by leveraging our scale and industry expertise to provide reliable services.

Job Description:

• Define, implement and own the process for NPS / CSAT across the company for different businesses
• Own the NPS / CSAT targets for the business and meet/exceed
• Build for scale – drive improvement projects to elevate experience at a mass scale
• Drive governance, review action plans and report out alarms (Risk opportunity assessment on regular basis)
• Work cross-functionally to implement feedback loops at appropriate trigger points in the customer journey; optimize these over time
• Evaluate all customer feedback and develop a weekly reporting cadence; share across business unit leadership
• Identify trends and drive actions plans to address satisfaction issues; track these through implementation and assess impact
• Conduct company-wide communications on NPS/satisfaction results, and work with business unit leadership to support KPI development for various teams reflecting these metrics
• Work with the data team to define, develop and deliver NPS/satisfaction dashboard and performance reporting
• Embed voice of the customer into company trainings and meetings
• Drive change management throughout the organization from a people, process, and technology perspective