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Sr. Manager - Customer Care

Customer Care | Mumbai, India | Full Time

Job Description

About the Company

Gracenote is the world’s leading entertainment data and technology company. We power the top music services, consumer electronics companies, automakers, media companies and cable and satellite operators on the planet. At its core, Gracenote helps connect people with the entertainment they love most.

Nielsen has spent more than 90 years measuring, analyzing and understanding what viewers watch, listen to and buy. Their data underpins nearly every aspect of the media landscape and is considered the gold standard in understanding consumer behavior. As a Nielsen company, Gracenote will be able to provide clients with deeper insights on consumer behavior and offer an unprecedented view of audience engagement from discovery to consumption.

ROLE:

Manage the operations of the Customer Care department, organizing the workflow, providing long and short-term goals and objectives, establishing follow-up and evaluation procedures.

RESPONSIBILITIES:

 Manage department procedures that control workflow efficiency, product accuracy, and communication.

 Work with sales to develop and maintain good working relationships with current and potential customers.

 Assist in strategic planning for both short and long term goals to improve overall customer satisfaction with services and products.

 Ensure the development of staff to reduce turnover by increased morale, provide opportunities for career growth and recognize achievements.

 Identifies potential candidates, interview, hire and take corrective action as necessary.

 Oversee all annual and intermittent performance appraisals, reward, coach and counsel staff.

 Visit and/or host clients to strengthen business relationships.

 Manage customer service levels and related metrics.

 Participate in all functions of Disaster Recovery planning.

REQUIREMENTS/QUALIFICATIONS

 Bachelor’s Degree in Business or a related field, or equivalent work experience preferred.

 Minimum of 7-10 years of management experience with proven record of increased responsibility.

 Minimum of 5 years in the Entertainment industry, data business or related business environment required.

 Strong management and leadership skills, with proven ability to develop and manage a highly motivated staff.

 Must possess strong knowledge of hardware and software.

 Proven problem-solving skills from both technical and managerial perspectives.

 Excellent communication skills and ability to work well on a project team.

 Experience with Sales force in a customer support or admin capacity a plus.

 Occasional travel is required.