Director - Customer Experience

- The Director of Customer Experience (CX) will be a strategic and results-oriented leader responsible for orchestrating exceptional customer journeys and maximizing satisfaction for our B2C customers across India.

- This role demands a deep understanding of the Indian consumer market, particularly within the home appliances/retail sector, where product and service quality are paramount.

- The ideal candidate will possess a proven ability to implement robust processes, leverage technology for actionable analytics, and develop impactful customer retention campaigns.

Key Responsibilities:

- Process Optimization for Quality: Design, implement, and continuously refine customer-centric processes across all touchpoints, from pre-sales inquiry to installation, after-sales service, andv post-purchase engagement.

- Ensure these processes uphold the highest standards of product and service quality that Indian customers expect.

- Technology-Driven Insights & Analytics: Lead the identification, adoption, and utilization of CX technology solutions (e.g., CRM, analytics platforms, feedback tools) to gather, analyze, and interpret
customer data and behavioral patterns.

- Translate these insights into actionable strategies for improving customer satisfaction, loyalty, and business performance.

- Customer Retention Campaign Management: Develop, implement, and manage targeted customer retention campaigns, leveraging data-driven insights and personalized approaches to foster long-term customer loyalty and reduce churn in the competitive market.

- After-Sales Service Excellence: Oversee and enhance the entire after-sales service experience, including installation, maintenance, and complaint resolution, ensuring prompt, efficient, and quality service that builds customer trust and advocacy.

- Team Leadership & Training: Build, mentor, and inspire a customer-centric team, providing training and guidance to ensure consistent delivery of exceptional service standards across the organization.

- Cross-functional Collaboration: Collaborate closely with Sales, Marketing, Product Development, and Technical Service teams to ensure a seamless and consistent customer experience across all interactions.

- Customer Feedback & NPS Enhancement: Implement robust feedback mechanisms (surveys, social media monitoring, reviews) and actively leverage customer feedback to identify pain points, drive continuous improvement, and maximize Net Promoter Score (NPS).

- Budget Management & ROI Measurement: Manage the CX budget effectively, allocate resources strategically, and measure the ROI of CX initiatives to demonstrate their impact on customer satisfaction, loyalty, and overall business success.

- Market Intelligence & Innovation: Stay abreast of industry trends, competitor activities, and evolving customer expectations within the Indian purifier market.

- Identify and implement innovative CX solutions and technologies to maintain a competitive edge.

Qualifications:

- Strong experience in B2C customer experience management, particularly within the Indian retail/home appliances market.

- Proven track record of successfully implementing and optimizing CX processes that improve customer satisfaction and loyalty.

- Expertise in leveraging technology for customer experience analytics, data interpretation, and insight generation.

- Experience in developing and executing successful customer retention campaigns.

- Excellent communication, interpersonal, and leadership skills to drive a customer-centric culture.

- Familiarity with CRM systems, customer feedback platforms, and analytics tools.

- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.

- Passion for delivering exceptional customer experiences and a deep understanding of the importance of service quality in the Indian market.