General Manager - Customer Experience/Lifecycle - Strategy/Transformation

Key Responsibilities:

1. End to end ownership of Customer Experience across the lifecycle

a. Customer Journey Design & Service Experience

- Ensure frictionless service experience aligned with brand promise and customer expectations.

- Design and institutionalize key Cx processes e.g. refund and replacement processes, escalation management process, customer rescue and recovery process in cases of service failures etc.

b. CX Processes & Cross-Functional Coordination

- Collaborate with cross-functional teams (CFTs) supply chain, logistics, commercial, contact center, IT, and product teams to execute service operations efficiently.

- Develop and maintain Standard Operating Procedures (SOPs) and CX policies.

c. Voice of Customer (VOC) & Feedback Loop Management

- Establish and manage comprehensive VOC programs to track service performance and customer sentiment.

- Implement closed-loop systems to act on customer feedback and improve experience drivers.

2. Strategic Business Model & Incentive Design

a. Customer Value Proposition

- Identify drivers of service quality & customer delight across reliability, speed, quality for various customer cohorts and personas.

- Define customer value proposition for after sales service fulfilment for various cohorts

b. Business Model

- Define and refine the business model for after-sales services fulfilment based on customer value proposition to be delivered

- Design innovative models of service fulfilment catering to unique business requirements

c. Incentive Design

- Design incentive structures for service partners and field teams to drive customer- centric behaviors and outcomes.

d. Demand Shaping

- Design shaping interventions to account for supply variations, demand peaks and micro-market level supply constraints

3. Transformation & Digital Enablement

a. Digital Transformation

- Drive digital transformation initiatives including self-service platforms, automation, and omni-channel customer support.

- Launch and enhance tools such as autocall scheduling, chatbots, mobile apps, and service tracking systems.

- Build capabilities for fraud detection across service workflows.

- Lead initiatives for service cost optimization while enhancing experience quality.

b. Partner management

- Manage external consulting partners to drive strategic initiatives and organizational change.