Role : AVP - Customer Advocacy  Location: Gurgaon, NCR  Want to be part of the most disruptive, innovative mobile commerce startup in India with a world-class team, long-term vision, and top global investors backing it up, Don't just dream it. Droom it!   We are looking for AVP Customer Advocacy whose mission will be to drive the effectiveness and efficiency of customer conversion and customer happiness. You will report to CEO and will be the trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.  Responsibilities :  The Sr. Director - Customer Advocacy's main responsibilities and essential job functions include, but are not limited to :  1. 12+ years of Customer Experience Delivery, Sales account management or related experience.  2. Train and coach on customer service policies, procedures, standards and techniques and ensure that all Droom employees consistently provide quality service.  3. Regularly interact with customers and obtain, assess and address information on their needs, expectations, and levels of satisfaction.  4. Respond to customer requests and concerns promptly and effectively.  5. Determine and analyze reasons for customer dissatisfaction & create action plans to address common issues.  6. Own the ultimate success of our customers, including customer on boarding, deployment, retention, and renewal.  7. Increase customer conversion, improve customer happiness, reduce customer churn and increase overall annual recurrent revenue from customers.  8. Build a set of key performance indicators (KPIs), best practices, knowledge base and company business processes that align to a world class customer experience.  9. Partner with all company departments to engage both potential customers and existing customers to ensure that every touch point, including phone, email, website, social media and face to face deliver a superior customer experience.  10. Create & own business plan as to how the company should deliver a superior customer experience at scale and at optimal cost.  11. Interact and build relationships with the product management and account management teams, including the design of business processes that align to customer success.  12. Analyze client feedback and partner with other Studio managers to build action plans that effectively address the feedback.  13. Fanatical about customer success and tenacious at driving long-term customer value.  14. Highly data-driven with a commitment to progress. Excited about driving and tracking a consistent engagement process with all customers in your portfolio.  15. Developing a high performing team.  16. Ensure that customer receives a high level of customer service at all possible touch points.  17. A leader with the highest level of integrity.  18. Good at handling stressful situations and deadline pressures well.  19. Excellent at verbal and written communication skills.  20. Excellent People Management and Communication Skills.  21. This role involves working directly with the leadership teams.  22. Result oriented and ready to take ownership  About Droom :  Founded in April 2014 in Silicon Valley, Droom is India's most trusted marketplace to buy and sell used and new automobiles.  At Droom, passion, energy, innovation, and customer-centric approach are always welcome. We are passionate about building mobile consumer technologies, enabling automobile sellers to sell online, and offering the world-class mobile shopping experience. Droom is the non-formal, fun, collegial, non-hierarchical and high-energy environment. At Droom you can deliver the best work of your career without having to worry about work politics, delays, biases or slowness.  We believe that the best mobile shopping experience can be built only with the most customer centric and passionate people. If this sounds like you - we want you.   To learn more about Droom, please visit droom.in

Delhi NCR

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Droom - Assistant Vice President - Customer Advocacy 

Droom - Assistant Vice President - Customer Advocacy  ,Job Description for Droom - Assistant Vice President - Customer Advocacy  in Droom Technology Private Limited in  Delhi NCR Others for (12-16) years of experience. Apply Now!

Job Description for Droom - Assistant Vice President - Customer Advocacy  in Droom Technology Private Limited in  Delhi NCR Others for (12-16) years of experience. Apply Now!