Head - Customer Experience - Construction Solutions Firm

Head of Customer Experience- Hyderabad

Hiring for leading startup and One stop Construction Solutions Company.

Location - Hyderabad ( Please click apply only if you are open for Hyderabad and you are from Internet Startup)

Your responsibilities :

- Define and own the vision, strategy and execution of CX

- Build the entire Customer Experience function/team from ground up to deliver an amazing experience across all supported touch-points

- Championing a culture of "Customer-Centricity DNA" across the organization

- Collaborate with Sales, Marketing and Technology teams and establish clear CX processes and metrics

- Work with Marketing and Technology teams to evaluate and implement tech platforms to streamline CX across all channels of customer touch-points & automate customer-experience/customer-service workflows

- Define, track and report core CX metrics (such as Customer LTV, NPS etc) to the stakeholders

- Ensure our customer data collection, usage and retention is compliant with PDPA

- Provide necessary customer intelligence data to drive Sales and Marketing efforts

- Create systems and processes to support all Query/Complaint channels such as Voice, Chat, Email, Social Media, including review sites and app stores, across all platforms.

- Identify experience problems and drive programs across the company to uplift customer and manufacturer NPS

Educational Qualifications : Bachelor's or Master's degree

What are we looking for :

- 15+ years of relevant experience in a CX function

- Ability to articulate your vision for CX relevant for the construction and infrastructure industry

- Track record of "0 to 1" experience & scaling a CX function

- A metrics driven approach and clarity on core CX metrics contextualised to our domain

- Knowledge of PDPA and prior experience with similar data protection acts

- Experience in implementing a multi-channel engagement strategy

- Knowledge of implementing CX across different business models like B2B/D2R/B2C/D2C

- Deep understanding CX Tech landscape and experience in driving tech across all CX processes