Sr. Manager- Customer Experience- AMC, Mumbai Job Description Template
The Sr. Manager- Customer Experience at our Asset Management Company (AMC) in Mumbai is responsible for leading initiatives to enhance customer satisfaction and loyalty. This role involves supervising customer service operations, implementing customer-centric strategies, and using data to drive improvements in the customer journey.
Responsibilities
- Lead and manage the customer experience team.
- Develop and implement customer satisfaction strategies.
- Monitor and analyze customer feedback and data to identify areas of improvement.
- Collaborate with cross-functional teams to enhance customer service processes.
- Ensure timely and effective resolution of customer issues.
- Develop training programs to improve team performance.
- Report on key performance metrics related to customer experience.
Qualifications
- Bachelor's degree in Business Administration, Marketing, or related field.
- Proven experience in a senior customer experience role, preferably in the financial services sector.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in data analysis and performance metrics.
- Ability to build strong relationships with customers and internal stakeholders.
Skills
- Customer Relationship Management (CRM)
- Data Analytics
- Leadership
- Conflict Resolution
- Communication
- Project Management
- Customer Feedback Analysis
- Excel
- Stakeholder Management
Frequently Asked Questions
A Sr. Manager Customer Experience in an AMC in Mumbai leads initiatives to enhance customer satisfaction, designs strategies for customer engagement, oversees service quality, and ensures compliance with industry regulations. The role involves analyzing customer feedback, managing teams, and implementing process improvements to optimize the client journey within the asset management company.
To become a Sr. Manager Customer Experience at an AMC in Mumbai, candidates typically need a strong background in customer service management, preferably within financial services. A bachelor's degree in business, finance, or a related field is usually required, along with several years of experience in leadership roles focused on customer experience and relationship management. Advanced expertise in client engagement strategies and team leadership is also essential.
The average salary for a Sr. Manager Customer Experience in Mumbai's asset management companies can vary based on the company's size and reputation. However, it typically reflects the seniority of the role, encompassing generous compensation packages which may include performance bonuses, benefits, and other incentives that recognize the strategic importance of optimizing customer interactions and satisfaction.
Typical qualifications for a Sr. Manager Customer Experience in an AMC include a bachelor's degree in business, finance, or a similar discipline, along with substantial experience in customer-facing roles within financial services, particularly asset management. Strong leadership, communication, and problem-solving skills, alongside a proven track record in improving client satisfaction rates, are essential.
Successful Sr. Managers Customer Experience in an AMC need exceptional communication and leadership skills, as well as the ability to analyze customer feedback and design strategic improvements. They are responsible for ensuring high customer satisfaction, leading customer service teams, overseeing service delivery, and aligning customer strategies with business objectives. An understanding of asset management operations and regulatory requirements is crucial.