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 Requirements 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 4-6 years in related field ● Good Knowledge of Excel / Analytical skills Role Type / Key working relationships: ● Individual Contributor ● Internal team ● External stakeholders Benefits What can you expect from RPCI? ➔ Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in: ● Service ● Relationships ● Teamwork ● Responsibility