Assistant Manager- Customer Experience-Ahmedabad

Rentokil Initial; Ahmedabad; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading pest control firm in Ahmedabad is seeking a Manager – Customer Experience to enhance customer retention and renewals. The role involves guiding a team, implementing effective processes, and driving upselling initiatives. The ideal candidate should possess a graduate degree (MBA preferred) and 4-6 years of relevant experience with strong analytical and coaching skills. Proficiency in Excel is required, and candidates should demonstrate leadership in a multi-functional team environment.

Qualifications

• Minimum 4–6 years of relevant experience.
• Strong analytical skills and good knowledge of Excel.
• Ability to coach and develop team members.

Responsibilities

• Achieve budgeted customer retention and renewal rates.
• Guide teams to improve customer renewal performance.
• Embed processes to enhance upselling and cross-selling.

Skills

Team leadership

Customer retention strategies

Analytical skills

Coaching and developing teams

Upselling techniques

Education

Graduate (MBA or related postgraduate qualification)

Tools

Excel

Job description

About the Role

The Manager – Customer Experience is responsible for customer retention, on‑time renewal, price increase, upselling/cross‑selling and delivering outstanding customer experience.

The incumbent reports to the General Manager – Customer Care and works as part of a multi‑functional team, collaborating with internal team members and external stakeholders.

Job Responsibilities

• Achieve budgeted customer retention, on‑time renewal and price increases for residential and commercial customers.
• Identify renewal challenges for CCEs/CDEs/CSEs and guide them with solutions to improve customer renewal.
• Use the Renewal Portal in totality and drive the advanced renewal process to deliver budgeted revenue growth.
• Generate referral leads from existing customers and convert them into revenue.
• Implement a complaint‑management process with branches.
• Embed new colleague model and ensure customer‑care colleague retention as per targets.
• Identify top potential resources, coach and develop them as part of the talent process rollout.
• Work on a career path with the region.
• Introduce U+ training to CCEs to enhance pest knowledge.

Key Result Areas

• Deliver budgeted profit through price increases.
• Achieve 50% on‑time renewal for residential and 80% for commercial customers.
• Lead and enquiry conversion.
• Upselling revenue.
• Customer retention.

Requirements

• Coach & Develop – identify successors, create transparency, work with them to reach next levels.
• Deliver Results – set process discipline for renewal, improve renewal rates.
• Leadership – implement customer‑care structure, make the team accountable, support price increases.
• Managing Self – remain calm, focused, optimistic, invest in self‑development, show resilience.
• Work with Others – collaborate with regional managers and support functions to improve renewal performance.

Educational Qualification / Other Requirement

• Minimum Graduate (MBA or related postgraduate qualification is an advantage).
• 4–6 years of relevant experience.
• Good knowledge of Excel and analytical skills.

Role Type / Key Working Relationships

• Individual Contributor.
• Internal team.
• External stakeholders.