YOUR RESPONSIBILITIES WILL INCLUDE:

Customer Centricity 

• Help the organization succeed by implementing customer-centric strategies and initiatives both internal and external.

• Improve customer experience by driving adoption of digital tools at organization and customer level. Explore & enhance current processes and tools to drive better customer experience. 

• Drive customer satisfaction surveys, analyze the inputs received & drive actions with each function to minimize customer pain areas & close the loop with customers.

• Build & drive customer centricity across the organization by running ICES & NPS surveys, analyzing results & driving actions along with functional leads to improve the scores.  

• Change agent program deployment & actions implementations.

Commercial Excellence

• Structuring sales process and methodologies to enhance sales team effectiveness.

• Create new mechanisms and processes to identify and improve to help the sales team achieve the peak performance. 

• Drive enhancement & adoption of sales tools like SFDC, Customer360 dashboard, QUIP etc.

• Maintain order among the sales team to have a healthy sales pipeline, zero overdue opportunities, high value add services etc. to meet sales & growth objectives of the organization. 

• Generating business insights which would be of relevant business value to the commercial team

• Work towards creating cross functional excellence towards the commercial department and the sales team.

• Must be a good Team player & Self Motivated. 

• Understand the selling process & customer order to sales cycle & customer communication pieces  in detail.

• Ability to analyze sales data and numbers and translate the same into actionable items. 

• Good Executive Presence and strong communication skills; ability to work with peers & drive change among  cross functional teams.

• Broad understanding of business issues, metrics, organizational linkages, and customer value.

• BE/B-Tech engineering & MBA is desirable but not necessary with 6+ years of experience.  (3-4 years in Customer Experience related role or Commercial Excellence/Enablement role) (Look for business degree MBA or commercial experience)