Head - Customer Experience - D2C Segment - eCommerce

Designation: Head of Customer Experience

Location: Mumbai

Responsibilities:

- Handcraft the entire customer experience journey to maximize delight and brand love.

- Build and manage the customer experience team covering all touchpoints - calls, emails, chat & social.

- Build a customer-first culture and root for them within the organization.
 
- Measure customer success team's performance on regular basis and implement any changes required to make processes more efficient

- Monitor & track customer complaint/query resolution time, customer satisfaction, number of customers onboarded and set processes to improve it on regular basis

- Manage the customer success inbound and outbound team

- Build a strategy around so as to what can be done to ensure the quality standards of consulting & services to customers are maintained/improved.

- Team Management - Be both a source of leadership and a resource, providing a range of support for our growing business

- Strong analytical skills - Data driven, can use CRM tools to optimize

What we're looking for:

1) 4 - 10 years of B2C experience within the customer service/ management space.

2) Must have managed a team of customer service individuals.

3) Set KPI/ KRA's for the team and ensure high customer satisfaction.

4) Data focused individual with great analytical skills to suggest strategic solutions to increase customer satisfaction.

5) Strong drive to solve problems and build lasting experiences

Requirements:

- Excellent interpersonal skills

- Somebody who can gel up well in the culture and build it further

- Warm Approach to the B2B and B2C customers

- Drive to do things differently and set new experience benchmarks