1. Customer Touch Points Leadership a. Define, document and deploy - 5 STAR- experience for customer touch points b. Develop and streamline operational touch points along with internal and external stakeholders to maintain standardized experience in retail and align with brand positioning.
c. Ensure uniformity of information and recourse across touch points - troubleshooting, escalation, and warranty. d. Identify and deploy processes to capture consumer and channel feedback along with marketing organization.
2. Post Sales Customer Experience Management - a. Centralized tracking, SEA implementation and resolution of warranty/RMA within defined TAT to ensure consumer/channel experience is not affected. b.
MOS - co-ordinate with touch points, periodic reports, findings analysis, priority issues - RAIL with business leadership and product management and escalate aberrations (if any) c. Direct handling of escalations matrix with channels - Online, LFR, D2C and with consumers. d. Service centre/capability set up across India.
3. Pre Sales Support - a. Training to internal staff/stakeholders on handling pre sales customer queries for HCH products - dealing with - consumer- queries consistently. b.
Develop standardized FAQ and customer responses for commonly asked questions and email templates, where applicable. c. Enable and drive the lead management customer communication process with contact centre and digital marketing team. 4.
MIS and CRM a. Prepare and share business MIS on the following - i. Sales Out reports for channels - Online, LFR, D2C ii. Sales Reports through SAP iii.
Tracking and reporting of open and closed leads b. Gather inputs from different stakeholders to understand their MIS and Reporting needs c. Make appropriate changes within the process to capture information as required by the business d. Identify avenues of automation of MIS as per business scale and requirement e.
CRM - define, develop and enable CRM process for consumer registrations and continuous database updating. f. Work with 3rd party CRM service provider in identifying and implementing B2C industry best practices to provide scale and results in - lead management, lead conversion, database acquisition and customer management. Preferred Personality or Behavioural Traits 5.
Process Definition and Ownership - Define, document and drive operational processes to align with business objectives - B2C infrastructure needs, - right and fast- culture and integration with Honeywell processes and systems a. Own all the processes with Home business end to end which include but are not limited to: i. Customer Complaint Handling Process ii. Warranty Registration and Support Process iii.
Product Listing Process (online portals and LFR) iv. D2C - Dealer Registration Process v. Reverse Logistics Process vi. Vendor On-boarding Process vii.
Material Dispatch Process b. Identify any breaks in the process and work with stakeholders to fix the same c. Measure the TAT for different processes and activities and improve them on an ongoing basis. d.
RAIL process - scheduling and delivery of team tier meetings - Weekly RAIL, monthly RAIL and quarterly anchoring workshop 6. Escalation Management - Experience leadership a. Consumer Escalations handling i. Own process and manage consumer escalations.
ii. Work with stakeholders internally to resolve customer complaints - product related issue, service related issue, issue with delivery of material etc. iii. Own SOPs for handing different types of consumer complaint b.
Vendor Escalations handling i. Own and respond to vendor escalation with respect to payments, invoice issues, agreements etc ii. Work with internal stakeholders to resolve the issue and seek necessary approvals. 7.
Legal Agreement Management a. Enable Honeywell capability by ensuring legal agreements and documents. Liaise between business legal and 3rd party vendor s legal team to negotiate, expedite, and close agreements within business expected TAT of 15 working days. viz.
Non-Disclosure Agreements, Service Agreements, Vendor Agreements, Distributor Agreements and others, as may be required by the business. b. Ensure end to end ownership of distributor/channel partner agreement negotiations, signing and on boarding process. Explain terms of Honeywell - HCH standard agreements to vendors and channel partners during on-boarding - key payment milestones, copyright matters, use of brand communication protocols c.
Organize and enable timely inventory of stamp papers and other statutory requirements for executing agreements for HCH. d. Keep a central record of all executed agreements between the business, vendors and customers. - Strong communication and presentation skills.
- Understanding of retail/e-tail - distribution network, marketplace, legal, commercial aspects - Good skills in Microsoft Office, mainly Excel, Word, Power Point and Microsoft Outlook. Prior experience in SAP is a plus. - Be confident and assertive - Be good with numbers - Have a commitment to customer service - Be able to work under pressure and handle challenging situations - Have business sense and an understanding of retail laws