Associate Director/Director - Voice of Customer - eCommerce

This is in regarding an opportunity which is for one of our Bangalore based client who have position for Associate Director /Director . For further details please find it below:

About the company

It is India's largest e-commerce player with a valuation of over US $11 billion and sales of US $3 billion. Globally, it is among the top 5 most valued privately-funded technology-driven company (after Xiaomi, Uber and Airbnb).

Our goal is to re-invent how people shop and buy digitally. It is known for its path-breaking services such as Cash on Delivery, and a 30-day replacement policy. It is the only online player offering services like In-a-Day Guarantee (50 cities) and Same-Day-Guarantee (13 cities) at scale. Its mobile app is one of the most downloaded and used app in the country.

Launched in October 2007, has become the preferred online marketplace for leading Indian and international brands offering over 20 million products cross 70+ categories including Books, Media, Consumer Electronics and Lifestyle.

Currently its 33,000 people strong, has 30 million registered users clocking over 10 million daily visits. Its technology has enabled it to deliver 8 million shipments per month - and this number's only growing.

Position : Voice of Customer in CX

Location : Bangalore

Your Part:

Be the single owner across the organisation for customer satisfaction

Drive customer obsession culture in the organisation

To serve as the voice of the customer and convert the asks into actionable intelligence for the organisation

Policy & Process Governance for safeguarding customer experience

Will be responsible for using more relevant data to effectively communicate across the customer journey

Capturing the opinion of customers though digital channels including mobile an social media

Need to capture the voice of the customer in a way that is authentic and powerful to build the customer centric brand

Wii be responsible for capturing Number of escalations received through various channels

Will be responsible handling repeat escalation within a specified time post taking corrective. prevention action

Will be driving Internal Input score ( Qualitative score provide by the internal stake holders based on the VOC shared on a Periodic basis )

Need to conduct External bench marking to build a robust customer services program (Comparison on key process /Policies across competition. To be the leader or to be at par with the best depending on the parameter

Need to drive the customer connect programs across the organisation

To capture number of issues resolved permanently

To align with Top Management & share monthly update on individual & functional performance on all parameters

You (Must Haves):

Strong leadership abilities, Strong customer orientation

High degree of Business knowledge, revenue / business focused individual, Strong communication & interpersonal skills

Program management skills.

Project management

Process Management.

Experience in customer experience strategy/operations

Highly customer focused in all approaches.

Strong problem solving, Strategy, Prioritization skills with an eye for detail.

Hiring, managing and grooming people in the organization. You need to have a very sound "world view- " and a great ability to connect with all kinds of people.

Ability to come up with lots of ideas and improvements.

Ability to think deeply through scenarios & offerings

Education: - MBA from Tier 1 institutes in India/Abroad

Experience: 10 to 12 Years of Experience in Customer Service (Customer Experience Strategy, NPS Program Manager, Inner Loop/ Outer Loop Project Heads, CSMM or similar methodologies, Service Operations) in industries like : Retail, Banking