Revolutionizing Customer Experience: The Role of Digital Food Services at ITC Limited

Job Title: New Business Development - Marketing
Location: Bangalore North, Karnataka, India
Industry: FMCG/Foods/Beverage
Program: Pankh - Career Reboot Program
Zip/Postal Code: 560005
Posted on: 01/04/2024

At ITC Limited, we are committed to enhancing customer experiences and revolutionizing the way people interact with our brands. As part of our ongoing efforts to innovate and adapt to changing consumer preferences, we are seeking a dynamic individual to join our team in Bangalore North, India, for the role of New Business Development - Marketing, as part of the Pankh - Career Reboot Program.

Job Description

Short Description of Assignment:

The selected candidate will be responsible for handling the ORM (Online Reputation Management) and CRM (Customer Relationship Management) aspects of ITC Digital Food Services, encompassing all our brands. This role also involves creating templates for data collection and, in phase two, devising mechanisms to automate the entire process for swift grievance handling. The equivalent job level at ITC will be M7 in L6 Band.

Objective of the Assignment:

What will you do?

• Specific: Manage the entire CRM & ORM (queries) across all social media pages and aggregator platforms.

• Measurable: Set weekly reviews to monitor and measure progress.

• Achievable: Achieve quick customer handling and complaint redressal TAT (Turnaround Time).

• Relevant: Ensure quick responses, agency reviews, report analysis, and streamline the entire process of grievance handling to maintain the online reputation of our brand.

• Time-bound: Set specific TAT for closing respective complaints and measure performance accordingly.

Background and Contextual Information about the Project:

Understanding it better!

In the cloud kitchen business, customer complaints and queries are crucial. Every complaint from platforms like Swiggy and Zomato needs prompt attention to ensure customer delight. Similarly, ORM plays a critical role for a Cloud-only brand. Hence, all brand mentions on social media platforms need addressing, and business-related queries must be forwarded to the respective teams for quick resolutions.

Deliverables/Outputs:

What will you produce?

• Repeat Customer Rate: Ratio of customers who transacted repeatedly to total customers.

• Average Sales Value: Total sales value divided by the number of customers.

• Churn Rate: Ratio of churned customers to total customers.

• Total New Leads Created

• New Leads by Source

• Total Opportunities Created

• Sales by Acquisition Sources

• Referral Rates: Ratio of referred orders to total orders.

• Total Email + Calls + SMS

• Response Rate of SMS/Calls/Emails

Duration of the Consulting Assignment:

1 Year

Travel Requirements:

NA

Skills Required:

• Strong interpersonal and communication skills

• Data analysis and reporting

• Excellent customer handling skills

• Proficient in written and verbal communication

• Ability to handle pressure and respond effectively to customer inquiries

Good to Have Skills:

Candidates from a hotel background preferred, with rich experience in hospitality. Experience in CRM, lead capturing, and after-sales service is desirable. Leadership skills and the ability to manage agencies or stakeholders are advantageous.

Number of Positions:

1

Work Nature:

Remote or partial on-site role

Join us at ITC Limited, and be part of a team committed to transforming customer experiences and driving innovation in the digital food services industry. Apply now and embark on a rewarding journey with us