Chat

iimjobs

jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
30/11 Prachi khare
Director at People Connection

Views:950 Applications:266 Rec. Actions:Recruiter Actions:12

Head - Customer Experience & Digital Marketing - FMCG (13-15 yrs)

Delhi NCR Job Code: 1343778

Head Customer Experience and Digital Marketing


- A Leading Building Materials company is looking to hire for a Head of Customer Experience and Digital Marketing role in Delhi. This is not a Hybrid/ Work from home role and will require the person to be in Delhi office.

- The ideal candidate would be required to have atleast 13-15 years experience in the following areas.

Website Design & Management :

- Lead the design and optimization of the website

- Collaborate with the IT and marketing teams to ensure website functionality and alignment with brand standards.

- Implement strategies to increase website traffic, enhance user engagement, and drive online sales.

Customer Journey Mapping:

- Conduct thorough analysis of the end-to-end customer journey, identifying touchpoints for improvement.

- Develop and maintain detailed customer journey maps to guide enhancement strategies.

Digital Enablement:

- Oversee the development and management of the mobile app to provide a seamless and user-friendly experience.

- Collaborate with the technology team to implement app enhancements and features.

- Drive mobile app adoption and usage through targeted strategies.

Contact Center & ORM :

- Lead the design and management of the contact center to provide exceptional customer support.

- Implement online reputation management (ORM) strategies to monitor and enhance brand perception.

- Respond to customer feedback and reviews to maintain a positive online reputation.

MEASURES:

- Website and Mobile App Engagement Metrics (traffic, bounce rate, conversion rates)

- Success of Experience Centers (customer feedback, foot traffic, sales generated)

- Effectiveness of SIS and Pop-up Initiatives (ROI, brand consistency)

- Contact Center Performance Metrics (response time, issue resolution, customer satisfaction)

- Online Reputation Metrics (positive reviews, sentiment analysis)

- Adoption and Usage Metrics for Mobile App

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

Add a note
  • Apply
  • Assess Yourself
  • Save
  • Insights
  • Follow-up
Something suspicious? Report this job posting.