Head - Customer Experience - Ethnic Products - eCommerce

Customer Experience Head/Leader-Mumbai-Ethnic Products-E Commerce

Designation : Customer Experience Leader

Location : Mumbai

Job Description :

- Customer experience is a key focus area for the client. For an e-commerce company, customer experience starts from a customer visiting the website / app to browse products and make purchase, order fulfillment and delivery and post-sales support, Maintaining high quality of customer experience is the biggest success factor for us.

- Customer Experience Leader will be the owner of end-to-end experience of our customers and will be accountable for all customer experience related parameters.

- Person in this role will be measured on NPS and CSAT score.

Responsibilities :

Key responsibilities of the Customer Experience Leader are :

- Defining a holistic customer experience improvement strategy and an end-to-end to-be customer journey

- Bench marking of customer experience process and metrics with best in class.

- Studying existing business processes cutting across functions that impact customers and work closely with other functions (product, design, tech, finance, logistics, customer support etc) to increase customer satisfaction

- Conducting detailed gap analysis for end-to-end customer journey with the client and prioritizing the target areas

- Leading a small team (2-3 people) looking at different aspects of customer experience i.e. payments, product quality and delivery efficiency

- Tracking various metrics that impact customer experience, including, but not limited to, CSAT / NPS, dispute rates, return rates etc.

- Based on the gap analysis and customer experience metrics, identifying the customer experience improvement projects, creating a detailed plan and working across various functions to drive them.

- In coordination with other functions, formulating and implementing policies impacting customers.

- Directly owning and driving projects and initiatives that are non-tech in nature.

- Working very closely with the product team to drive those projects that are tech in nature.

Qualifications :

The desired candidate should :

- Have 5-6 years of leading customer experience and process improvement function, preferable with an eCommerce company

- Be capable of self-initiative, leadership roles, breakthrough thinking and functioning in highly dynamic environments

- Have experience with project management, change management and cross-functional roles

- Have outstanding written and oral communication skills and strong organizational and analytical skills

- Preferably has an MBA