Head of Customer Experience - Ecommerce or Fashion & Apparel - Female Only Role and Responsibilities: - Periodically mapping and managing the customer and Key Account Managers (KAM's) experience journey for the client - Being a key business partner to the local and regional operations teams for better management of the customer, KAM's and vendor support operations - Analyzing key metric trends, voice of customer and iterating ways to improve workflow and operational performance, both short-term and long-term. - Inculcating a CX mindset by collaborating with various departments, such as Sales, Marketing, - Operations, Compliance, etc. on the customer and KAM's journeys to drive every departments' attention to important CX topics for all verticals and expeditions. - Conducting user research via customized surveys, focus group discussions, interviews and further analysis to derive qualitative insights on various stages of the customer journey for different business needs. - Liaising with departments within the cleint to reduce customer touchpoints by resolving common problems using data-driven analysis and processing customer feedback. - Working with the regional support operations team to ensure premium quality of support offered to the customers and KAM's partners. - Helping the support teams handle complicated and difficult escalations while empowering them further by removing roadblocks. - Managing and implementing new technology and tools to improve the team's efficiency in managing the customer and rider experience better. Requirements: - At least 10 years of experience in customer experience project delivery roles - Experience in setting up and managing the delivery of projects at a large scale. - Experience of transforming the customer experience to a digitally defined and equipped function - Have successfully worked/led projects on Chatbots, conversations Ais, Voice Bots, Multilingual and NLP capabilities

Delhi NCR

Head - Customer Experience - eCommerce/Fashion & Apparel Business 

Job Description for Head - Customer Experience - eCommerce/Fashion & Apparel Business  in NASTECH Consulting in  Delhi NCR for (10-18) years of experience. Apply Now!