Zoomcar.com - Director - Customer Experience

- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

- Manage Social Customer base and Service Recovery management.

- Responsible to enhance the brand Social Media (Facebook / twitter) engagement and presence.

- Create strategies to enhance customer base through Social engagement and advocacy management.

- Manage team Operations (In-house and 3rd Party) in terms of Response management, Quality, Training, Containment and CAPA initiatives.

- Initiate and drive programs around Customer retention, based on NPS and CSAT analysis.