This role is with our client: They are Global Organization which deals in Telecommunication Services, Network Services, Infrastructure, Consumer Durables &amp; Education. They are a 25+ years old organization. They currently employ 50,000+ employees worldwide. It is a 15-billion-dollar MNC Group. Purpose of the Job: - This role partners with the CEO to run an end-to-end customer experience agenda for a large technology organization with a direct impact on business results. - The role is responsible for developing a comprehensive Customer Experience vision and strategy through the entire lifecycle of a customer including field operations, call center operations, complaint management, cross-selling and upselling, reducing customer churn and managing the cost of service. This is a national role with the responsibility for driving the agenda through a large team spread across India. - This role will be an advocate for customers and therefore requires creative problem solving and strategic thinking What will you do? - Develop a comprehensive Customer Experience vision and strategy for the business - Collaborate with all functions to integrate and execute the right processes, technology, and people to deliver an optimal customer experience - A keen planner and implementer with insightful experience in handling operations entailing planning, budgeting, and resource deployment. - Define and manage process and project execution for Customer Experience initiatives - Understand, synthesize, and communicate customer experience insights and trends for each channel and across channels - Ensure gain Market share by delivering on-time installation through wide network of 1500 + partners - Deliver serve to sell targets through upselling through field and telecalling processes - Deliver service cost as per targets - The role will be challenged to deliver quality service through large numbers for partner manpower and freelancers - Improve SLAs for field parameters as well as call centers - The role involves impacting the cost to serve, market share, customer satisfaction, and revenue via upselling/cross-sell through 20 direct and more than 300 indirect reports. What do you need to have? - A Bachelors Degree preferably from Good Institute. MBA will be an added advantage. - Minimum of 10 years of Customer Experience experience. - Minimum 5 years of Team Handling Experience. - Good Knowledge &amp; Experience with Data, Numbers, and Stats. - Preferred Industries: Consumer Durables, Telecom Equipment/Product Company or any B2C Company.

Gurgaon/Gurugram

Head - Customer Experience - Consumer Durable 

Head - Customer Experience - Consumer Durable  ,Job Description for Head - Customer Experience - Consumer Durable  in Auspicious Career in  Gurgaon/Gurugram for (10-20) years of experience. Apply Now!

Job Description for Head - Customer Experience - Consumer Durable  in Auspicious Career in  Gurgaon/Gurugram for (10-20) years of experience. Apply Now!