What are we looking for?

Customer Experience Design & Strategy team at Cleartrip is looking for an Assistant Manager to help champion innovation in CRM and agent processes. This is a high impact and high visibility role right at the core of improving customer experience and agent experience at Cleartrip. 

What will you do?

• Vendor management with CRM, IVR partners to deliver projects in time
• Help develop processes, systems and partnerships across the company and with the vendors to enable partner teams to improve customer experience.
• Share data, insights and best practices from within the company and outside to constantly help improve customer experience.
• Create BRDs, SOPs, etc. and interact with various teams to implement enhancements
• Analyze data to conceptualize and put forward the customer issues, present the same to stakeholders/ Category team / operations / training
• Proactively identify trends of CX metric to prevent / identify customer impacting issues
• Liaison with multiple design / product / category teams stakeholders to implement the necessary changes
• Review the process/strategy for new constructs from end to end customer experience point of view  
• Solve and optimize for metrics systematically (AHT reduction, transfer rate reduction, etc)

What you should have?

Besides relevant experience, you should be passionate about customer experience. Being successful at this role will require all round expertise in business, technical and operational aspects of successfully solving for CRM and IVR solutions. You will also need high degree of comfort with handling multi-stakeholder scenarios, as well as managing multiple projects at the same time.

·   Minimum 3-5 years in ecommerce/ retail/ service industry

·   Experience leading complex projects wrt Salesforce, Genesys, other CRM products

·   Comfort with data analysis

What will make your profile stand out?

1. Your profile makes us believe that you are an innovative product and operations manager with superior analytical abilities to dig several layers deep into metrics to identify trends and root causes.

2. You can support developing and presenting business cases to all levels of the organization to get their buy-in.

3. You have a demonstrated record of delivering superior results.

4. You are comfortable interacting with cross-disciplinary technical and non-technical teams.

5. Strong organizational and multitasking skills to help you balance competing priorities with ease.

6. You have excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive)

Skills Required:

Agent CRM, Salesforce