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.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.