Role Overview :
We are looking for a dynamic and customer-focused professional who can drive relationship management, customer experience, and business growth initiatives. The ideal candidate should possess strong stakeholder management skills, analytical thinking, ownership mindset, and the ability to handle critical customer escalations effectively. This role requires someone who can work closely with internal teams, manage external customer relationships, and contribute towards growth initiatives through various engagement channels.
Key Responsibilities:
- Build and maintain strong relationships with internal stakeholders and external B2C customers.
- Act as a bridge between customers and internal teams to ensure seamless customer experience.
- Ensure timely resolution of customer concerns and escalations.
- Handle customer-facing interactions and manage critical escalations with ownership and empathy.
- Take proactive decisions to resolve issues while maintaining customer trust and business objectives.
- Drive customer satisfaction and improve overall service experience.
- Prepare and manage business reports, dashboards, and customer insights.
- Analyze trends, escalations, and operational data to identify improvement opportunities.
- Present actionable insights to leadership and relevant stakeholders.
- Manage and coordinate incentive disbursals for external stakeholders/partners accurately and within timelines.
- Support business growth initiatives through customer engagement channels.
- Coordinate and drive marketing communication activities with Ambassadors/partners who help in business expansion.
- Contribute ideas to improve customer acquisition, retention, and engagement.
- Demonstrate high ownership in day-to-day operations and customer resolutions.
- Be self-driven, goal-oriented, and capable of making independent decisions in challenging situations.
Preferred Qualifications:
- Experience in Relationship Management and Customer Experience roles.
- Strong communication and stakeholder management skills.
- Good understanding of data handling, reporting, and operational analysis
- Experience in Growth, Sales, or Business Development is an added advantage.
- Prior experience in Fintech industry will be preferred.
