Aza Fashions - Head - Customer Success/Service

We are hiring Head of Customer Success for a luxury-commerce omni-channel platform that is well-funded and is now ready for its next level of growth. Backed by reputed investors, it is already a leader in its space. The focus for the coming years will be on scaling the platform with technology as its backbone. Market-driven competitive salary for the right candidate

Job Role: Head of Customer Success / Service

Responsible to build and manage the customer-success / service team and ensure customers are realizing maximum business value across the customer lifecycle, which ultimately results in their renewal, growth of lifetime value and customer satisfaction. Ideal candidate would have grown & built a team & processes in a hyper-growth environment

Job Description

- Design customer success roadmap to strategically engage, retain, and scale the client base globally

- Improve customer service experience, create engaged customers and facilitate organic growth

- Work closely with product team to share customer usage insights that guide product backlog and effectively leverage the enhancements to drive customer success

- Take ownership of customers issues and follow problems through to resolution

- Determine operational needs by analysing quality impacting issue and derive action plan to drive improvement

- Develop & constantly upgrade customer service procedures, policies and standards

- Scale both Fulfilment Operation and Customer Experience Support process

- Engage in extensive Quantitative Analysis of Customer Experience touch points and deliver meaningful insights from customer engagement, feedback and usage patterns to bring about organization change

- Monitor and publish variance against set service SLAs / TATs and immediate escalation for any quality deficits and short falls in performance

- Build a system to maintain accurate records and document customer service actions and discussions

- Recruit, mentor and develop customer service team and nurture an environment where they can excel through encouragement and empowerment

- Keep ahead of industry's developments, introduce systems automation, constantly upgrade and implement other best practices to gain competitive edge

- Drive customer success to continuously increase lifetime customer value, retain customers and ensure high satisfaction and customer loyalty

Job Specification

- Total 7 - 10 years of experience in Customer Experience/ Customer Delight process.

- 5+ years leadership operational experience in a B2C (Business-to-Customer) E-commerce segment.

- Education: BE/ B.Tech or MBA/PGDM

- Knowledge of ecommerce systems, content management systems, customer service software, and best practices

- Must have managed and shown scaling ability with a team size of at least 30+ people.

- Experience in designing and implementing scalable solutions and driving large-scale change through inspirational leadership, and with the end customer in mind.