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14/10 Ishani
HR - Intern at Pickrr Technologies Pvt. Ltd.

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Pickrr - Senior Manager - Customer Success (10-18 yrs)

Gurgaon/Gurugram Job Code: 181064

We at Pickrr are planning to ramp up our team and take big swings in 2021. We're hiring individuals with entrepreneurial mindsets who can drive Logistics/Supply Chain vertical through 3PL/Courier partners. Expect high ownership, learning, and amazing work culture.

As a Manager/Sr. Manager, you would be responsible for ensuring that Pickrr clients have a phenomenal experience. We are looking for a smart & agile leader to now lead customer success teams at Pickrr. The role is one that will challenge the best since it's a combination of leadership, operations, product management, analytics and customer relationship management.

Job Responsibilities : 

- Ensuring that the led team aims to deliver a great experience to the customers

- Manage day to day operations of the vertical

- Working closely with Business & Product teams at Pickrr on solving customer problems based on feedback and data and increase the platforms ability to become more self-serve and machine serve rather than being people dependent

- Have a hands on approach to problem solving with very strong hold in data and analytics and is capable of taking decisions, new product road maps based on data

- Should be able to identify, RCA and highlight whenever experience struggles

- Should have the ability to forecast, plan and prepare for upcoming order projections and should be able to envisage delivery of a great experience

- Should be able to drive the culture of Customer first in the team

- Should have a very strong focus on driving Customer Satisfaction and NPS

- Should be the last point of escalation from team members and customers by being able to take decisions independently

- Will be expected to solve client issues through automations, self-help tools with a clear mind-set of not solving problems by adding more people

- Should be proficient in designing and laying out operational processes

- Should have great presentation skills, must be able to become the voice of customers and represent them in business meetings

- Conduct weekly/monthly reviews with his direct reportees and oversight

- Would be responsible for associates retention and growth in the organisation

- Should be open for working on weekends

- Must possess superb verbal and written English communication skills

Experience and Qualification : 

- Should have a bachelor's degree from a reputed college

- Proven work experience as a Manager or similar role

- Previous experience in logistics will be an added advantage

- Should have an experience of leading teams at a Team manager's role

- Should have a proven high performance track record
Compensation and Benefits : 

- Best in industry compensation

- Healthcare benefits

- A very open, young and positive work environment, where everyone treats each other as family #customerexperience

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