Sunil Sankaran Nair

Sr Manager - Crm @Ulka

Mumbai, IN

Identifying and implementing innovative strategies to increase lead inflow and to improve overall lead-to-retail conversion ratio.Overseeing all deliverables from concept to final delivery within the timelines agreed with the brand.Creating and delivering brand strategies and insights for various brands and serving as the brand/category subject matter expert.Documenting, negotiating, and securing all contractual agreements and signoffs with brand.Collaborating with other verticals to deliver clients\' marketing objectives and ensuring an integrated, synergistic business approach.Facilitating and participating in brainstorming meetings, contributing to overall vision and brand strategy.Reviewing budgets and schedules, ensuring the timely delivery of high-quality final proposals.Develop and manage the contact centre budget, ensuring cost-effective operations whilst identifying opportunities for cost savings and efficiency improvements.Maintaining financial oversight of the account.Supervising the effectiveness of a 117-member Customer Relationship Management team and offering feedback to enhance both quality and customer experience. Conducting timely reviews of service level agreements to guarantee service delivery aligns with the brand\'s agreed-upon standards.Interviewing candidates and selecting the most qualified individuals to fulfil the job role.Implement and optimize processes to enhance customer satisfaction, reduce wait times, and improve overall service quality.Stay updated on contact centre technologies and implement tools to enhance efficiency and customer experience.Prepare and present regular reports on contact centre performance to the brand team.Collaborate with IT teams to ensure seamless integration of systems and applications.Conduct regular training sessions to enhance the skills of contact centre management and training staff.Analyse customer feedback data to identify areas for improvement in service delivery.