Manager - Customer Development
- Genpact India
- 3 to 5 Yrs
- Bengaluru
- 4 years ago
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Job Description
*With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Manager Comms Executive, in Customer Development.
Customer Development Comm Exec Role will be an integral support who will manage Business processes, tools & update systems, data governance and reporting that Customer Account Managers can easily understand and use.
This role will help liberate Customer Account Managers to spend more time on Grow the business activities.
Responsibilities
- Establish a strong collaborative relationship with Clients, Sales team, and Customers
- Interact with internal stakeholders, Customer Managers, CCD Team, Sales Team, Category, etc.
- Manage Team of 8-12 FTE s
- Proactive and Self-motivated to follow up or chase with multiple teams for pending information
- Create, update, cancel Promotions on the TPM tool
- Evaluate and Update Customer system/portals with activity plans and promotions
- Reconciliation and resolve promo mismatch issues between TPM and Retailer portals
- Validate required details as per guidelines to create or amend a Promo
- Send a request to CAM (Customer Account Manager) to provide the updated details
- Update the Promo plan into the tracker
- Regular query resolution and proactive communication/escalation
- Create Promo nomination form & confirm back to CAM
- Ensure that the promotions are finalized on the tool before the promo launch date
- Input the data into TPM to create/modify/cancel a promo
- Maintain daily work tracker, review and update SOP, update FMEA
- Manage exceptions and follow guardrails
- Maintain positive VOC from stakeholders
- Create and prepare regular timely Reports, provide analytics
- Achieve KPIs / SLAs contractually agreed
- Deliver Operational Excellence Framework
- Manage and lead calls with clients
- Be proactive and ensure operations are run smoothly
- Own, create, update, and maintain Standard Operation Procedures (SOP) and Knowledge Management tools
- Ensure reporting both for client and Genpact management for Operations review- Regular and timely reporting
- Identify problems/issues in day to day Operations and resolve them proactively
- Highlight and escalate any issues that need attention
- Coordinate and resolve issues with excellent customer service
- Deliver quality customer service by researching and responding to all internal stakeholder s inquiries quickly, effectively, and professionally.
- Ensure positive customer VOC from stakeholders
Qualifications we seek in you
Minimum qualifications
- Any Graduate / preferably B. Com
- Flexibility to work in any shift
- Team leading experience
- MIS and/or reporting experience
- Fair understanding of upstream and downstream of process in Trade Promotions: Trade Claims, Dispatch rate, Demand/supply planning, Logistics, Supply chain, overall understanding of Trade Pay and Deductions
- Fluent in English. Proficient oral and written communication skills.
- Experience in Microsoft suite including Outlook, PowerPoint, and MS Teams; advanced Excel skills
- Strong analytical mindset, problem-solving, organization skills, and attention to detail
- Smart problem solver generate good ideas and practical solutions
- Strong team player, Dependable
- Able to manage their workload and ensure completion of tasks even if a stretch is required
- Ability to prioritize tasks and Multitask when required
- Exposure to the consumer goods industry
- Exposure to technologies like Trade Promotions Management tool, Trade Promotions Optimizer, Forecasting tools, SAP, etc.
- Proficient Visio skills and process mapping experience (Preferable)
- Certification in Trade Promotions Management is an added advantage
- Transitions Experience- Must have transitioned 1 or more process successfully
- Proficient Visio skills and process mapping experience (Preferable)
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Customer Service (Domestic)Functional Area: Not ApplicableRole/Responsibilies: Manager - Customer DevelopmentContact Details:
Company: Genpact IndiaLocation(s): Bengaluru
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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