Assistant Manager- Customer Experience-Ahmedabad
About Rentokil PCI
Rentokil PCI is India's leading pest control service provider and a Rentokil Initial brand. Formed in
2017 through a joint venture between Pest Control India and Rentokil, it operates across 300
locations, aiming to set new standards in customer service. The company focuses on
industry-leading operations through best practices, innovation, and digital technologies. In 2024,
Rentokil PCI strengthened its market leadership by acquiring HiCare, expanding its services and
footprint further..
For more details: https://www.rentokil-pestcontrolindia.com
About the Role:
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 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 and Commercial customers
Identifying Renewal Challenges for CCEs/CDEs/CSEs and guiding them with solutions to improve customer renewal.
Usage of Renewal Portal in Totality & Driving Advance Renewal Process Deliver 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 50% and Commercial Renewals to 80%
Lead/Enquiry conversion
Upselling revenue
Customer retention
