Key Responsibilities:

- Drive key customer experience metrics such as Answer Level, CSAT, FRT, Resolution time, and Repeat %.

- Lead a team of Customer Delight managers, team leaders and executives, and build a high-performing and customer-focused organisation.

- Identify customer pain points and recurring issues through customer interactions, data and feedback, and drive structured root-cause resolution.

- Work closely with Product, Technology, Supply Chain, Category and Operations teams to resolve systemic customer issues and improve customer journeys.

- Drive process improvement and identify opportunities to simplify, automate and eliminate repetitive customer contacts.

- Build and implement customer feedback mechanisms to ensure customer insights are converted into actionable business improvements.

- Drive capacity planning, productivity, quality and service levels to ensure the team can effectively manage changing customer volumes.

- Build dashboards and operating mechanisms to track customer experience performance and identify areas requiring intervention.

- Leverage technology, automation and AI to improve customer support, self-service and resolution efficiency.

- Coach and mentor the Customer Delight leadership team and build a strong culture of ownership, problem solving and continuous improvement.

Ideal Profile:

- Graduate / Post Graduate degree in any discipline.

- 8+ years of overall experience in Customer Experience, Customer Delight, Customer Support, Contact Centre or Operations, with significant experience in people management.

- Demonstrated exceptional people management and leadership capabilities.

- Experience managing large customer-facing teams and delivering against operational and customer experience metrics.

- Strong analytical skills with the ability to identify customer and operational problems, understand root causes and drive solutions.

- Strong communication and stakeholder management skills, with the ability to work effectively with senior leaders and cross-functional teams.

- Must be process driven, adaptable to change and able to drive new initiatives in a fast-paced environment.

- Strong customer orientation with the ability to understand customer issues and translate feedback into business improvements.