Head - Customer Experience

Location : Gurugram, India

Experience : 8+ Years

Education : Either an Executive MBA OR a full-time MBA from a Tier 1 Institute

Diversity hiring

Role Overview :

We are seeking an experienced and dynamic professional to lead after-market service and customer experience functions. This role will be responsible for driving service excellence, enhancing customer satisfaction, and building long-term customer relationships through efficient service operations and customer-centric strategies.

Key Responsibilities :

1. After-Market Service Strategy & Operations :

- Develop and implement a comprehensive after-market service strategy aligned with business objectives.

- Oversee service operations including installation, maintenance, repair, and technical support.

- Ensure high service quality standards and adherence to SLAs.

- Drive continuous improvement initiatives to enhance service efficiency and productivity.

2. Customer Experience (CX) Leadership :

- Define and execute customer experience strategies to improve customer satisfaction and loyalty.

- Monitor customer feedback, NPS, and service metrics to identify improvement areas.

- Implement customer journey mapping and service design improvements.

3. Team Leadership & Capability Building :

- Lead, mentor, and develop a high-performing service and CX team.

- Build technical and customer service capabilities across the organization.

- Drive a culture of accountability, collaboration, and customer-centricity.

4. Stakeholder Management :

- Collaborate with sales, supply chain, and product teams to ensure seamless customer experience.

- Engage with key customers to understand expectations and resolve escalations.

- Work closely with senior leadership on service transformation initiatives.

5. Service Revenue & Business Growth :

- Drive service revenue through AMC contracts, spare parts, and value-added services.

- Identify opportunities for upselling and cross-selling service offerings.

- Optimize cost structures while maintaining service excellence.

6. Digital & Process Transformation :

- Leverage digital tools and analytics to enhance service delivery and customer insights.

- Implement CRM and service management systems to improve efficiency.

- Drive automation and innovation in service processes.

Key Requirements :

- Bachelor's degree in Engineering & an MBA from Tier 1.

- 10+ years of experience in after-market service, customer experience, or service operations.

- Proven leadership experience managing large service teams.

- Strong understanding of service business models and customer lifecycle management.

- Excellent stakeholder management and communication skills.

- Experience in driving digital transformation in service functions is a plus.

Key Competencies :

- Customer Centricity

- Strategic Thinking

- Operational Excellence

- Leadership & People Management

- Problem Solving & Decision Making

- Business Acumen