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279 Rentokil Pest Control Jobs
Customer Experience Manager
Rentokil Pest Control
posted 3+ weeks ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
The Manager - Customer Experience is responsible for customer retention, on-time renewal, price increase and upselling / cross-selling and delivering outstanding customer experience.
The incumbent shall report to the Assistant General Manager - Customer Care and must work as part of a multi-functional team. This involves collaboration with the internal team and external stakeholders.
Job Responsibilities:
Deliver Budgeted Profit
Achieve budgeted customer retention, on-time renewal and price Increases for Residential customers
Identifying Renewal Challenges for CCEs/CDEs/CSEs and guiding them with solutions toimprove customer renewal.
Usage of Renewal Portal in Totality & Driving Advance Renewal ProcessDeliver Budgeted Revenue Growth
Branch CCE
Generate referral leads from existing customers
Revenue generation through referral leads and lost customers as per the target set Deliver outstanding customer care by delivering outstanding customer experience
Work with branches to implement a complaint management process Build Teamwork and Engagement
Embed new colleague model
Ensure Customer Care colleague retention as per the target set
As a part of the Talent process rollout, Identify the Top potential resources, Coach and Develop them
Work on a Career path working closely with the region
Introduce U+ training to CCE to enhance their Pest knowledge
Key Result Areas:
Deliver Budgeted Profit through Price Increase
Achieve Residential on time Renewal to 55% and Commercial Renewals to 80%
Lead/Enquiry conversion
Upselling revenue
Customer retention
Competencies (Skills essential to the role):
Coach & Develop
As a part of the Talent process rollout, identify the successors and work with them to get to the next level. Create high-level transparency and visibility with clear timelines
Deliver Results
The current challenge is on the discipline in the renewal process in many branches. Would set up the process discipline working closely with the branches which would support in the improvement of renewals.
Leadership
Implementing Customer Care structure and making the team accountable, working with the branches to enhance the Ontime renewals and also achieve the desired Price increase by which the required support of Revenue growth is achieved.
Managing Self
Manages self to remain calm, focused and optimistic. Invests time in self-development. Shows resilience in tough situations
Work with Others
Work with the regional managers and support functions to ensure that we have a clear understanding of the renewal process which supports business in Customer retention improved profitability and set the systems and process to support the enhancement of renewal performance across all the branches.
Educational Qualification / Other Requirement:
Minimum Graduate (MBA/Related Post Graduation will have an added advantage)
Min experience of 3-5 years in related field
Good Knowledge of Excel / Analytical skills
Role Type / Key working relationships:
Individual Contributor
Internal team
External stakeholder
Employment Type: Full Time, Permanent
Read full job description
What people at Rentokil Pest Control are saying
What Rentokil Pest Control employees are saying about work life
based on 637 employees
Strict timing
Monday to Saturday
Within city
Day Shift
Rentokil Pest Control Benefits
Health Insurance 
Job Training 
Soft Skill Training 
Free Transport 
Team Outings 
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