Karachi, Pakistan – April 17, 2025 – Dawlance, a leading household appliance brand committed to providing quality and reliability, is seeking a passionate and experienced Manager Consumer Satisfaction to champion the voice of their customers and drive exceptional service delivery. This pivotal role offers a unique opportunity to directly impact customer loyalty and contribute to the overall success of the organization.
As the Manager Consumer Satisfaction, you will be at the forefront of ensuring that every interaction a customer has with Dawlance is positive and reinforces their trust in the brand. You will work collaboratively with the operations team to identify key customer satisfaction parameters and spearhead initiatives designed to elevate the entire customer experience.
Your Mission:
- Elevate Customer Delight: You will be instrumental in planning and executing strategies that go beyond meeting expectations, aiming to create truly satisfied and loyal Dawlance customers.
- Empower Through Development: By meticulously analyzing customer feedback and insights, you will collaborate with the training and development team to create tailored personal and team development plans, fostering a customer-centric mindset across the organization.
- Craft Clear Communication: You will be responsible for developing customer-focused communication strategies and materials for the customer care team, ensuring clarity, empathy, and efficiency in every interaction.
- Optimize Customer Journeys: Partnering closely with the operations team, you will contribute to the development of more streamlined and customer-centric processes, removing friction points and enhancing overall efficiency.
- Build Lasting Relationships: You will design and implement a comprehensive customer lifecycle engagement program, nurturing relationships and ensuring a positive product experience from initial purchase through ongoing support.
- Be the Customer Advocate: Acting as a central point within the customer care department, you will champion customer-centricity and strive for service excellence, bringing a strategic business perspective to customer interactions.
- Master Multi-Channel Communication: You will effectively manage and maintain all customer communication channels, including inbound and outbound calls, social media platforms (primarily Facebook), and customer emails handled by the call center team.
- Drive Effective Issue Resolution: Your focus will be on ensuring that customer issues are not only resolved but resolved effectively, leaving customers feeling valued and satisfied, ultimately generating positive word-of-mouth for Dawlance.
- Support Dealer Satisfaction: Recognizing the crucial role of dealers, you will work to ensure their issues are addressed promptly and that they remain satisfied with Dawlance’s products and services.
- Champion Timely Resolution: You will lead the effective management of complaints and customer/dealer queries, striving for same-day resolution to ensure a swift and positive outcome.
- Enhance Customer Satisfaction Index (CSI): By actively working on the key drivers of the CSI, you will contribute directly to improving overall customer satisfaction metrics.
- Contribute to Sales Growth: You will play a vital role in leveraging customer inquiries about products and pricing, effectively converting these into tangible sales and contributing to the company’s financial success.
- Manage Online Customer Engagement: You will oversee and address customer complaints and queries across social media platforms, the company website, and email channels.
- Shape Service Standards: In collaboration with Operations, Warranty, Training, and the Satisfaction Team, you will develop and maintain up-to-date policies and Standard Operating Procedures (SOPs).
- Ensure Call Quality Excellence: You will conduct thorough call quality evaluations of the Call Center staff, providing feedback and coaching to strengthen their call handling skills and positively impact customer and dealer interactions.
- Lead and Develop a High-Performing Team: You will be responsible for training, engaging, motivating, and developing the Call Center team, fostering a positive and customer-focused work environment.
- Embrace Evolving Responsibilities: You will be expected to undertake any additional responsibilities as assigned by the Head of Department.
What You Bring to the Team:
- A Master’s degree in Business Administration (MBA) with a specialization in Marketing or a related field.
- A proven track record of 8 to 10 years of progressive experience within Customer Services.
Ready to make a significant impact on customer satisfaction at a leading brand?
If you are a results-oriented individual with a strong customer-centric approach and the experience to drive positive change, Dawlance encourages you to apply for the Manager Consumer Satisfaction position. This is an exciting opportunity to shape the future of customer experience within a dynamic and growing organization.
Click Here To Apply at Dawlance
Dawlance is an equal opportunity employer and values diversity at its company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
