About the Role

● The Manager - Customer Experience is responsible for customer retention, on-time renewal, price increase and upselling / cross-selling and delivering outstanding customer experience.

● The incumbent shall report to the General Manager - Customer Care and must work as part of a multi-functional team. This involves collaboration with the internal team and external stakeholders.

Job Responsibilities:

Deliver Budgeted Profit

● Achieve budgeted customer retention, on-time renewal and price Increases for Residential and Commercial customers

● Identifying Renewal Challenges for CCEs/CDEs/CSEs and guiding them with solutions to improve customer renewal.

● Usage of Renewal Portal in Totality & Driving Advance Renewal Process Deliver Budgeted Revenue Growth

● Branch CCE

● Generate referral leads from existing customers

● Revenue generation through referral leads and lost customers as per the target set Deliver outs...