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10/03 Ragini Singh
Deputy Manager at Talentiser

Views:656 Applications:69 Rec. Actions:Recruiter Actions:12

Head - Customer Experience - Construction Solutions Firm (15-20 yrs)

Hyderabad Job Code: 1061027

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

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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