Company Details

Indian Multinational Conglomerate

Assignment Details

Our client is an Indian Multinational Conglomerate and is looking for consultant to work on a Governance project.

The consultant will be a part of Consumer Insights & Brand Development function & will be required to support Team leader in driving Governance centrally across businesses (B2B / B2C). He / she will be responsible to work with cross-functional business teams to set-up / embed the culture of customer centricity & conduct end-to-end process reviews to ensure its sustenance.

Responsibilities:
- Assist Team Lead in developing a robust customer centricity governance mechanism to ensure sustenance / governance of customer centricity initiatives in B2B / B2C businesses across the group

- Co – ordinating with senior leaders & customer centricity business leads to set up governance meetings quarterly

- Assist Team Lead in steering quarterly customer centricity council meets

- Work with the Team Lead to act on action points noted from council meets, thereby supporting businesses in strengthening Mission Happiness mechanism

- Closely work with business teams to provide continuous direction & support to act on improvement areas (integrate recommendations, share best practices & track re-engineered framework)

- Collaborate with multidisciplinary teams (Data and Analytics, IT, HR, etc.), external partners & business stakeholders to ensure that the Mission Happiness mechanism continues to add value in business

- Assist Team Lead in formulating a methodology to conduct Mission Happiness process excellence reviews across businesses

- Identify business stakeholders & handhold them to ensure seamless execution of process excellence reviews. The end objective being course correction, cross pollination of best practices & assessing Mission Happiness Health in respective business (strength & improvement areas)

- Work with business teams to formulate CXO reports (process excellence review findings) to showcase improvement areas identified, potential impact & recommendation

- Work with Team Lead to develop a powerful / aspirational reward & recognition structure to reward & recognize businesses who have taken Mission Happiness to newer heights (in terms of customer delight, higher business impact, etc.)

- Ensure continuous monitoring of project deliverables, timelines & key milestone achievement

- Recruit & guide best-in-class partners (research agencies, automation experts, consultants) to support process wherever required – Reward & Recognition mailers, intelligence studies, etc.

- Manage business teams & channel partners to strengthen Mission Happiness mechanism in businesses (wherever required) - IT & Call Centre (reporting, survey logics, Call Centre quality, Agent hiring & training, refreshers, CXO dashboards, etc.)

Skills Required

- 4 to 8 years of experience in management consulting / market research or customer centricity roles with strong working knowledge of Net Promoter Score
- Mind-set to understand end objectives of customer centricity initiatives (customer delight + business impact)
- Proven experience as a project manager & comfortable working with minimal supervision
- Excellent stakeholder management skills & comfortable with uncertainty
- Ability to analyse data & identify trends impacting business performance
- Comfortable with travelling to client location as per project demands & working with cross functional teams to drive project deliverables
- Strong interpersonal, influencing & presentation skills with proven experience
- Competency in Microsoft applications including Power-point, Excel, Word & Outlook