Job Description

Level: DGM

Division: Billing & Collection

Location: Mumbai

Experience Required: 12-15 yrs

: Hub Head (Mumbai, Pune, Aurangabad & Surat)

Position Summary:

As the Hub Head for Mumbai, Pune, Aurangabad, and Surat cities, you will be responsible for overseeing the operations and management of the region . Your primary focus will be subscription renewals, retention of past exited customers, complaint management, smooth coordination with other departments, handling corporate customers, devising growth strategies, and people management.

Responsibilities:

Subscription Renewals:

• Develop and implement effective strategies to drive subscription renewals and ensure high renewal rates.
• Analyze renewal data, identify trends, and recommend proactive measures to increase renewal percentages.

Retention of Past Exited Customers:

• Develop initiatives to win back past exited customers and prevent further churn.
• Conduct customer surveys, gather feedback, and propose retention strategies based on customer insights.

Complaint Management:

• Oversee the complaint management process, ensuring prompt customer issues and grievances resolution.
• Establish and maintain effective customer communication channels, providing timely updates and resolutions.

Coordination with Other Departments:

• Collaborate with various internal departments, such as technical support, sales, and billing, to ensure customer issues are resolved efficiently and in a timely manner.
• Act as a liaison between the hub and other departments to address customer concerns effectively.

Handling Corporate Customers:

• Manage relationships with corporate clients, addressing their specific needs and ensuring high satisfaction levels.
• Work closely with the corporate sales team to identify opportunities for upselling and cross-selling services.

Strategy for Growth and Churn Reduction:

• Develop and implement strategies to drive growth in renewal percentages and reduce churn rates.
• Analyze market trends, competition, and customer behaviour to devise effective retention and growth strategies.

People Management:

• Lead and manage a team of customer service executives, providing guidance, training, and motivation.
• Conduct performance evaluations, identify skill gaps, and implement development plans to enhance the team\'s performance.

Requirements:

• Bachelor\'s degree in Business Administration, Marketing, or a related field. MBA is a plus.
• Strong understanding of subscription-based business models and customer lifecycle management.
• Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Demonstrated leadership and people management skills.
• Results-oriented mindset with a focus on achieving targets and driving customer satisfaction.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

Offerable CTC: 25 LPA

If interested, kindly share your CV for further process to contact@corporatechemistry.co

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