Description

Maxus is seeking a vibrant and experienced professional with at least 3- 5 years of experience in Consumer Engagement/ ORM services. In this role, you would have to manage the overall performance of the offsite team in delivering TAT’s, quality of response, and minimizing gap/ issues. 

Reporting of the role

This role reports to the Command Center Lead

Measures of success –

In three months:

• Streamlined day to day operations
• Streamlined TAT
• Initiated Knowledge Guide Management

In six months:

• Designed ‘Crisis Management Framework’ in consultation with internal and external clients
• Taken lead in driving new processes towards Consumer Engagement

 
Responsibilities of the role:

• Responsible for achieving TAT targets
• Manage operations across all channels of communication with consumer
• Manage Daily/ Weekly operation reviews
• Lead in process cleansing, new process setting with effective roll-out and documenting of processes
• Develop leadership skills and accountability in the core leadership team at the center
• Support in ensuring smooth information flow between different verticals of Consumer Service/ Call Center/ Lead Management/ Sales
• Own Knowledge base and regular updating
• Knowledge of CRM tools
• Understanding of Content & Social platforms
• Understanding of ORM process and Management
• Strong grasp on technology
• Experience with data verification, quality control and analytics.
• Experience presenting deliverables with commentary, verbatim and visualization of data.

 
What you will need:

• Excellent Communication skills
• Technical skills (CRM Tools and System) – Salesforce/ Convonix
• 3-5 Experience of Consumer Engagement/ ORM service
• Understanding of listening and Insights
• Past experience in Agency/ KPO/ BPO with similar profile preferred

About Maxus:

Our team of around 2,500 people across 55 markets worldwide work for some of the world’s most well-known advertisers. Maxus has been the fastest growing agency network over the last five years, and at the heart of this sits our mantra of Leaning into Change. We embrace technology and innovation, challenging our clients to move forward; providing solutions that deliver tangible benefit to their business.

We are driven by our internal PACE values: Passionate, Agile, Collaborative and Entrepreneurial. We hire, train and reward based on these behaviours. While Maxus operates with the freedom of smaller independent agency, it is still able to draw on the resources of GroupM. This has allowed us to provide each of our talent the opportunity to reach their potential, many of whom have been recognised this year alone at Media Week, as well as the Crème de la Crème Media Award.

To learn more about Maxus, visit us at http://www.maxusglobal.in

India market overview

The Indian media & entertainment industry grew by 12% in 2013 and touched INR 920b, despite the economic slowdown. Digital media advertising in India continues to grow at 35% in 2014, cementing India’s position as the third largest internet market with close to 250m users. The Internet growth is driven by mobile data and connectivity, making it an exciting market for digital advertising and content over the next five years. India also has a booming e-commerce industry with remarkable growth potential. With a new stable government in the centre and renewed foreign investments into several industries, India is an exciting market for any media and advertising professional.

GroupM APAC is committed to fostering a culture of diversity and inclusion. Our people are our strength so we respect and nurture their individual talent and potential.