Company : Confidential Associate Director - Customer Experience & Process Strategy - eCommerce Designation: Associate Director - Customer experience Location : Bangalore Role: Head Customer Experience International Location: Bangalore - Drive NPS, VOC CSAT improvement charter for the International business Charter. - Develop service partners and consistently identify new partners to reduce dependency and building partner efficiency. - Leverage Social Media channels to promote various Self Help options thereby negating people dependencies for customers which in turn have improved our Customer Experience - Index, reduced Contact to Unit ratio, improved effective utilization of resources and reduced operating costs - Deliver world class service by ensuring the quickest response time on Social Media channels and maintaining the lowest Query to Resolution time - Build standardized processes and implement excellence framework. - Review &amp; drive partner performance in line with business expectations - Identify customer service trends and act as nexus between the customers and the product team - Improve customer care quality results by studying, evaluating, and redesigning processes/systems; establishing and communicating service metrics; monitoring and analysing results; implement changes - Conduct periodic partner review of operations and align partner contract with changing business needs. - Spearhead various process and policy deployment for efficient partner quality of service delivery. - Guiding team with a disciplined approach to handle transformation seamlessly, timely and efficiently. - Own the overall care experience Customer Satisfaction, Driver Satisfaction, Care specific - NPS and other VOC feedback/metrics. - Solve for key consumer pain points/experience enhancements by working closely with different functions (product, partners, tech, city teams etc. - Strategize various sustenance mechanisms like knowledge management, standardization, layered KPI, partner QoS management. - Conduct periodic team&amp;#39;s goal setting in line with business strategy and monitor and review progress on a regular basis. Abnormality Management: - Lead team to standardized response to mitigate immediate abnormal situations. Spearhead team in critical situations and make quick decisions to restore normal operating conditions. - Work closely with BE &amp; product teams to do RCA of abnormal conditions and implement appropriate actions to minimize future occurrences. - Conduct impact analysis and management reporting to the leadership team

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Associate Director - Customer Experience & Process Strategy - eCommerce 

Associate Director - Customer Experience & Process Strategy - eCommerce  ,Job Description for Associate Director - Customer Experience & Process Strategy - eCommerce  in Bask HR Consulting Pvt Ltd in  Any Location for (6-16) years of experience. Apply Now!

Job Description for Associate Director - Customer Experience & Process Strategy - eCommerce  in Bask HR Consulting Pvt Ltd in  Any Location for (6-16) years of experience. Apply Now!