Job Description : The Head of Customer Experience represents the customer's voice internally, creating a bridge between the company and its customers. This role will oversee and own the Customer Experience Team that is responsible for the overall delivery of customer service Roles & Responsibilities : - Lead and strengthen the Customer Experience vision and strategy - Own and keep evolving Customer Experience measurement framework - Continuous performance monitoring and leakage prevention along with respective stakeholders across different legs of customer journey on the platform - Conceptualize and launch strategic initiatives along with cross functional teams (Supply chain, Category, Planning, Revenue, Product and Contact center) to enhance customer experience - Own and define customer facing policies for the platform - Institutionalize mechanisms to resolve customer dispute and setup polices for grievance redressal and compensation in case of experience miss. - Co-ordinate with finance, internal trust and safety team, category teams in implementation of initiatives to prevent customer abuse - Design and maintain all customer facing transactional communications being triggered from the platform - Team Management - direct, manage and lead team involving good mix of data analyst, market research champions and program managers. - Be true evangelist of customer experience Eligibility ,Qualification & Experience : - 8+ years of relevant experience in consulting, E-commerce, project management, in B2C product/ tech companies - Deep understanding of supply chain design, network optimization, inventory planning, contact center operations will be added advantage - Strong creative thinking and ability to visualize and program manage execution of large cross functional projects of strategic importance - Distinctive stakeholder management, influencing skills to build and manage a complex ecosystem of internal and external partners - Analytical skills along with ability to drive insight from data. Understanding of data sciences concepts and modeling is desirable but not mandatory - Very high bias for action; Strong presentation, communication and stakeholder-management skills - Team player and excellent collaborator - People manager with experience of managing medium to large teams.

Bangalore

Head - Customer Experience - eCommerce 

Head - Customer Experience - eCommerce  ,Job Description for Head - Customer Experience - eCommerce  in V5 Global in  Bangalore for (8-15) years of experience. Apply Now!

Job Description for Head - Customer Experience - eCommerce  in V5 Global in  Bangalore for (8-15) years of experience. Apply Now!