Director at People Connection
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Head - Customer Experience & Digital Marketing - FMCG (13-15 yrs)
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.
- 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.
- 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
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