Territory Sales Officer

Job ID:R-46602

CCO Responsibilities

Delivering Superior Consumer Experience

Consumer Retention and Acquisition

Developing the Capabilities of LSP TL / LSP and LSP Technician

Delivering Superior Consumer Experience:

1) Recruiting and developing LSPs: Recruiting the right candidate for the LSP operations and guiding him in achieving customer Experience.

2) LSP Infra: Managing the LSP Infra to deliver consumer experience.

3) Recruiting LSP TLs: Recruiting the right candidate with Consumer delight and sales expertise for providing superior consumer experience.

4) Delivering Prompt Service: Religiously monitoring the pendency and driving 100% TAT delivery.

5) Delivering Service Quality: Tracking the service quality and ensure First Time Right.

6) Updating Quality Feedback: Monitoring the complaints closure in Web/App and to ensure 100% proper categorization of complaints in the system.

7) Driving C-Sat Score: Delivering the superior consumer experience and to improve the C-Sat Score.

8) Driving New Initiatives: Efficiently drive new initiatives aligned with business goals.

Managing the Consumer Base: Understanding the consumer base in his territory category wise, device SKU wise, consumer consumption pattern wise and the importance of consumer retention.

Driving the GKK Repeat Purchase: Drive repeat purchase by sharing the consumer data who are due for purchase with the LSPs and religiously monitor the progress of the activity. Ensure > 75% consumer retention.Drop Out categorization: Understand the reasons for drop out and properly categorize the consumers based on the reasons for corrective actions Improve the consumer retention: Implement the corrective actions on ground, fine tune the process based on the ground requirement to achieve higher consumer retention. Lead Management: Setting up and managing the LSP infra for leads conversions.Lead Conversion: Drive Speed to Reach and lead conversions by monitoring /reviewing the lead business with the LSPs.Drive Upgrade: Understanding the upgrade opportunity and drive upgrades by training the technicians on ODPEC.

Capability Development of the LSP /LSP TL / LSP Technician:

1.Product Training: Conducting structured product training programs covering the Product technology, troubleshooting procedure and closure of complaints in the CRM.

2.Imparting Service Culture: Driving the Service Culture to deliver superior consumer experience in the consumer life cycle journey by,

Consumer First AttitudeDelivering Prompt ServiceDriving Desired Technician ProductivityImportance of Technician Grooming Adherence of Complaint Escalation Matrix Importance of providing Quality FeedbackImportance of tool Bag and Spares C-Sat Score

Consumer Retention and Consumer acquisition: Imparting the importance of consumer retention and acquisition. Guide the extended team to improve the retention and conversions by training them on ground doing live consumer visits.

RESOURCE TO BE MANAGED UNDER POSITIONS AUTHORITY

1) LSP Team Leader

2) Back office co-ordinator

3) License Service Providers

4) Service ZSOs

LATERAL CONTACTS

(key individuals, teams within the concern whose collaboration is needed on a permanent basis by the position)

Team:

1) Supply Chain team

2) Sales Team

3) Quality Team

4) Central support Team

5) IT Team

6) Brand Team

Interested candidates Click on below link Apply Online and you will be redirected to Career Page of Company or Career url.

Unilever plc is a British multinational consumer goods company with headquarters in London. Unilever products include food, condiments, ice cream, cleaning agents, beauty products, and personal care. Unilever is the largest producer of soap in the world and its products are available in around 190 countries.