Head CRM

9 - 14 Years
Mumbai

Job Description

  • Effectively managing the grievance handling system through the Parent Service Module (PSM) ensuring timely and effective resolution.
  • Drive Parent Satisfaction Survey on key customer insights. Identify key drivers from parent feedback and work closely with Schools and Departments and process excellence team to conduct process reengineering based on the survey outcome
  • Ensuring Parent feedback is collected, analyzed and a measurable customer action plan is constructed and driven based on the inputs received through a framework of qualitative and quantitative questionnaire - the Annual Parent Satisfaction survey.
  • Mapping the customer experience journey throughout the VGS ecosystem and thus designing and driving the parent experience engagement module towards desired results ensuring high customer satisfaction at all touch points of the parent throughout this journey.
  • Designing and delivering an effective customer experience training program for all personnel who touch base with parents/students on a regular basis to ensure parent satisfaction across all engagement points.
  • Keeping abreast of new experience/engagement techniques/activities undertaken by competitors with a focus on events, communication and overall customer touch points.
  • Identifying key drivers from parent feedback and give inputs to process excellence team in redesigning the processes and workflows wherever there are gaps identified. Ensuring timely updation of RE Cell Manual with the enhanced information.
  • Managing relationships with key internal stakeholders and thus collaboratively play an important role in the success of customer journey to support and deliver proposed improvements via the appropriate channels and processes
  • Developing and implementing customer experience strategies to drive customer conversion and retention rates across all stages of engagement.
  • Oversee the collection of outstanding fees while ensuring it is handled appropriately and per company policy.

Salary: Not Disclosed by Recruiter

Industry:Education / Teaching / Training

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Senior Management

Role:Head/VP/GM-Quality Assurance & Quality Control

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Education-

UG:Any Graduate

PG:Any Postgraduate

Doctorate:Doctorate Not Required

Company Profile

SnapSeaarch

SnapSeaarch (formerly known as Pharmahood Consultants) operates as an extended HR arm for its clients, providing Recruitment services to MNCs and Business Conglomerates across India. The organization was founded in 2003 for serving mainly the Healthcare sector and has since grown the company in this decade's time to serve 17 different industry verticals today. Today SnapSeaarch is amongst the "Top 3 Preferred Recruitment Services Partner" for its long-standing clients. SnapSeaarch has been known in the executive search names through its Process, People and Passion to mark a difference in each and every assignment takes up. All 3 Ps at SnapSeaarch marks difference with their quality uncompromised for the entire process.
SnapSeaarch is in the midst of another record setting year to get covered in the Consultants Review Magazine as the pioneers in the Recruitment industry. We have been recognized as "India's 10 Most Promising Recruitment Consultants-2018" in the Consultant Review Magazine March 2018 edition.
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Recruiter Name:Amanpreet Kaur

Contact Company:SnapSeaarch

Website:http://www.snapseaarch.com/