Associate Director - Customer Experience - Online Grocery

Customer Experience-Associate Director

Company : Online/Ecommerce company(Fastest growing online grocery store)

Designation : Customer Experience-Associate Director

Salary Range : 22 to 30 LPA

Location : Mumbai

In this role, you will have the opportunity to build our CX team, program, process and policy from the ground up. Your work will be pivotal in determining how each user interacts with us - which is a key element in building a trusted and beloved brand.

What you will do :

1. Conceptualise, design, set up and lead the complete customer experience

2. Build the best in class customer experience team

- Delight Customers, consistently improve the experience through cross-functional collaborations and projects.

- Consistently work towards process excellence to reduce customer contacts by resolving defects in the process

3. Focus to create a multichannel Customer experience team that is available across all channels - Calls, chats, emails & social media.

4. Build the best self-serve tool for customers which provides them with a consistent, accurate, responsive and empathetic experience.

5. Understand different customer profiles, map the customer journeys and identify and address gaps across all customer touchpoints across interactions, transactions and engagements.

6. Keep the customer experience team highly engaged, promote and reward consistent performance, focus on training and development.