Roles & Responsibilities:
- Champion the Customer Delight initiative that drive better NPS / C-SAT
- Create and manage SOPs to deliver Service Excellence
- Handle the Customer reviews and ensure the NPS is above 8 and C-SAT is above 4.
- Lead the Painter Transformation project for creating Professional Applicators
- Introduce new tools and processes that facilitate to reduce the lead time for project completion
- Customer Escalation Management
- Manage the Relationship Program for achieving Partner Delight
- Handle the training portfolio to ensure complete adherence to process guidelines.
- Take measures that transform the process to be more planet friendly.
- Mystery audits to ensure process compliance
Process Lead Time
- Net Promoter Score
- Customer Satisfaction Index
- Partner Delight Index