Head - Customer Experience - Auto

The role is responsible to improve overall experience at the workplace by ensuring the quality of service delivery, building a strong culture, while scaling the team and centres as the company grows! Ensure the targeted revenues are delivered.

Job Description :

- Understanding consumer requirements and aligning product offerings to the same

- Relaying meaningful and empirical customer insights across teams to constantly enhance the company's customer experience

- Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey

- Driving a passionate, customer-centric culture within the company; partnering cross- functionally and influencing the company's product roadmap to positively impact customer experience

- Understanding usage behavior of customers and existing subs and maximizing their revenue delivery from them thru relevant offerings.

- Retain revenue delivering subs via running customized offers while ensuring there are no out of pocket costs associated with the initiative.

- Establishing a consistent, accurate and timely reporting framework on key individual and team metrics

- Setting the customer experience team goals and ensuring that it is in line with Company vision

- Responsible for enriched Customer Experience at the workplace focusing on Customer Relations and member retention at existing centres

- Taking full ownership of key performance indicators relevant to particular stages of customer engagement

- Discussing and handling complex escalations by coordinating with the company's legal counsel

- Manage multiple program areas in Customer Service and Operations - track delivery against program objectives and implement proposals to improve program services and efficiency.