Assistant Manager- Customer Experience-Ahmedabad

About Rentokil PCIRentokil PCI is India’s leading pest control service provider and a Rentokil Initial brand. Formed in2017 through a joint venture between Pest Control India and Rentokil, it operates across 300locations, aiming to set new standards in customer service. The company focuses onindustry-leading operations through best practices, innovation, and digital technologies. In 2024,Rentokil PCI strengthened its market leadership by acquiring HiCare, expanding its services andfootprint further..For more details: https://www.rentokil-pestcontrolindia.comAbout 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 knowledgeKey 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 retentionRequirementsCompetencies (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 timelinesDeliver 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 situationsWork 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 branchesEducational 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 skillsRole Type / Key working relationships:● Individual Contributor● Internal team● External stakeholdersBenefitsWhat can you expect from RPCI?➔ Our values lie at the core of our mission and vision. We believe that it’s our people whomake our company what it is. We believe in:● Service● Relationships● Teamwork● Responsibility

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

Rentokil Initial provides services that protect people and enhance lives.We protect people from the dangers of pest-borne disease and the risks of poor hygiene. We enhance lives with services that protect the health and wellbeing of people, and the reputation of our customers’ brands.We are always looking for hardworking, energetic and enthusiastic individuals to join our business. We're a very welcoming company, many of our colleagues see each other as their family!Our main brands are Rentokil, Initial and Ambius who provide services including pest control, washroom solutions, specialist hygiene, medical waste disposal, property care and also interior/exterior landscaping for companies within any industry.We have over 1800 local service teams across the world covering 91% of global GDP in over 90 of the world’s 100 largest cities across North America, Europe, UK and the Rest of World, Asia and the Pacific.Our main drive is to offer outstanding and consistent customer service, to support our colleagues and promote colleagues from within, all whilst making sure we have the best health and safety standards possible - we want everyone to get home safely.Does this sound like the company for you? Have a look at our vacancies below!

Rentokil Initial provides services that protect people and enhance lives.

We protect people from the dangers of pest-borne disease and the risks of poor hygiene. We enhance lives with services that protect the health and wellbeing of people, and the reputation of our customers’ brands.

We are always looking for hardworking, energetic and enthusiastic individuals to join our business. We're a very welcoming company, many of our colleagues see each other as their family!

Our main brands are Rentokil, Initial and Ambius who provide services including pest control, washroom solutions, specialist hygiene, medical waste disposal, property care and also interior/exterior landscaping for companies within any industry.

We have over 1800 local service teams across the world covering 91% of global GDP in over 90 of the world’s 100 largest cities across North America, Europe, UK and the Rest of World, Asia and the Pacific.

Our main drive is to offer outstanding and consistent customer service, to support our colleagues and promote colleagues from within, all whilst making sure we have the best health and safety standards possible - we want everyone to get home safely.

Does this sound like the company for you? Have a look at our vacancies below!