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01/09 Greeta Goel
Principal Consultant at Antal

Views:888 Applications:261 Rec. Actions:Recruiter Actions:259

Head - Customer Experience - Conglomerate (12-15 yrs)

Mumbai Job Code: 1308928

- Our client is an Indian Conglomerate based out of Mumbai. They are looking to hire a leader to head the Customer Experience vertical across their B2B & B2C business.

- Continuous strengthening of the group customer centricity governance mechanism supported by Digital, Capability, Community & analytic enablers

- Senior stake holder mgmt. Work with senior leaders to set up & steer Self-appraisal governance leaders council (GLC) meetings bi-annually

- Work with business leaders & MH champions/practitioners to integrate recommendations from GLC to amplify customer experience & impact business positively.

- Be a key partner with businesses to enable better decision making.

- Closely work with business teams to provide continuous direction & support to act on improvement areas (integrate recommendations, share best practices & track re-engineered framework)

- Formulate a methodology to conduct Mission Happiness process excellence reviews across businesses to ensure course correction, cross pollination of best practices & assess Mission Happiness Health across group businesses.

- Work with business teams to formulate CXO reports (process excellence review findings) to showcase improvement areas identified, potential impact & recommendation

- Ensure continuous monitoring of defined MH KPI's, related projects deliverables, timelines & key milestone achieved.

- Chairman reporting - Appraise the Chairman & stakeholder bi-annually on Mission Happiness KPI progress across the group businesses along with competition benchmark.

- Develop a powerful / aspirational reward & recognition structure to reward & recognize businesses who have taken Mission Happiness to newer heights (in terms of customer delight, higher business impact, etc.)

- Accountable for making and managing annual plans with the objective of providing broad insights/trends applicable for maximum audiences or bringing synergies across businesses

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

Women-friendly workplace:

Maternity and Paternity Benefits

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