Assistant Manager - CRM

Processing feedback received at contact:

a) This includes sending the feedback to the concerned Unit or the department concerned.

b) To ensure that the guest feedback is answered on time by the cinema manager or by self.

c) To facilitate consistency in our responses, drafts are created and shared with Unit Heads.

d) Track and publish reports to all stakeholders monthly.

Monitor e -Ticketing queries/ refunds and ensure that the same are resolved with a TAT of 36 hours:

a) Through daily interactions with website and IT teams.

b) Ensure refunds are within the benchmark of 2%.

Report generation/ data crunching at periodic interval: The following reports are generated:

a) Daily % of refunded online transactions.

b) Monthly Show cancellation reports and analysis.

c) Analysis of all feedback received at contact - both positive and negative. This is done monthly.

d) Customer complaint data report and analysis of feedback received

e) Email collation and upload to the database and maintain guest database of email numbers increase YOY.