Position: Chief Customer Experience Officer Reporting: MD/CEO Location: Coimbatore, Tamil Nadu Qualifications: - Post-graduation - Engineering / B.Tech with MBA or Equivalent (Essential) from Tier-1/2 Institutes/ universities - Proficiency in English - working knowledge in one or more regional languages will be a plus Experience: - Age 40 - 45 years of age; 15+ years of relevant work experience in Consumer Retail / Customer Service / B2B Service space - Preferred Industries: Telecom, Retail, Handset OEMs, Service industries including Hotels International BPOs/KPOs JD: Business Growth, Strategy and Vision - Drive the Service business including B2C and B2B verticals to grow for the next 5 years and beyond with clear objectives, mission and goals - Provide leadership and direction to the entire service vertical by establishing and overseeing the adoption of the department\objectives and key results at all levels - Develop a roadmap for the B2B service team in terms of developing a healthy leads pipeline, service offerings and hiring the right talent - Ensure seamless operations in the B2C service business with focus on scaling up, revenue growth as well as inculcating a healthy work environment. - Devise the strategy to improve the customer service and call centre vertical, to ensure seamless query resolutions and escalations handling - Conduct financial analysis for the department, manage the departmental budget and voice any additional financial support to the leadership team for the purpose of facilitating improvement in customer service initiatives or for the purpose of expansion. - Responsible for forecasting and managing the operational budgets for the business teams - Identify digitization and automation opportunities, and liaison with the Digital and Process teams to ensure continuous development of internal and external business tools. Team management - Build, hire, and manage the Service Operations team across B2B, B2C and Customer Service - To build and manage a highly driven team that can scale, manage strong and trusting relationships with their customers, brands, and vendors, drive customer experience pan-India, and deliver business outcome - Train and mentor the team to ensure a high morale, a great sense of ownership and a great work environment. Enhance Customer experience - Drive and excel at customer experience across customer journeys and touchpoints - Devise improvement initiatives across other teams to improve customer experience including Retail sales, Wellness, B2B Sales, Supply chain, Marketing, NSO, E-commerce etc - Ensure that service operations are seen to deliver measurable and significant value to the business - Ensure that the service operations are compliant to the brand requirements - Evangelize the importance of customer experience to the overall performance of the business and act as the voice of the customer across the organization - Providing key data and metrics regarding customer service operations and team performances to various internal stakeholders. - Identifying themes, patterns, opportunities, challenges, risks, and other issues, and recommending solutions - Review Customer complaints and Voice of Customers (VoCs) constantly and implement process changes to reduce complaints inflow, improve customer experience and mitigate customer pain points Drive process and systems - Responsible for managing the service centre tools, systems and processes - Periodic process audits reviews to ascertain health of business with respect to deliverables and quality of service committed by the business - Calibrate with the Process/Audit team to ensure that the quality of work delivered is in line with the standards Role Requirements - Developing Strategies - that anticipate trends in the organisation and the larger industry - Seizing Opportunities - Go-getters who identify business opportunities that can generate sales, boost customer experience, and outperform competition - Making Decisions - Leaders who assume responsibility and drive action from the front, will stand by their decisions even during difficult conversations - Achieve the target compliance metrics as required by the brands. - Achieve target retention rates across the business - Achieve target Employee satisfaction scores across the business - Develop a healthy talent pipeline across the business Empowering Individuals - Encourage and motivate teams and individuals to take decisions independently - Convincing People - Awesome negotiators that can shape opinions and decisions in the interest of the organisation - Articulating Information - Excellent and confident communicators. - Retail/Hardware/ Telecom industry knowledge will be a plus - Working experience in B2B service, B2C service and Customer Support is preferred - Aligned to core values of Consolidated - Consolidated first, Thirst for knowledge, getting down to any role and driven to delight Jobholder will be based out of Coimbatore HQ and would travel across the country for supporting service vertical related aspects such as business development, team building, market survey, audits or general visits. Work in a performance driven culture with occasional travel to meet the brand/marketing team. Operationally, manage the P&L of the B2B and B2C service businesses, continuously improve the CSAT and NPS scores, proactively enhance customer service and lead the service vertical by ensuring nurturing work environment.

Coimbatore

Tamil Nadu

Chief Customer Experience Officer 

Chief Customer Experience Officer  ,Job Description for Chief Customer Experience Officer  in 4S Advisory in  Coimbatore Tamil Nadu for (15-20) years of experience. Apply Now!

Job Description for Chief Customer Experience Officer  in 4S Advisory in  Coimbatore Tamil Nadu for (15-20) years of experience. Apply Now!