Head - Customer Experience - Ethnic Wear - IIM/MDI/ISB/FMS

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Our client is the most sought after traditional Indian outfit manufacturing and exporting company. Their contemporary and stylishly designed clothes are full of unique patterns, matchless embroidery, gorgeous mirror-work and beautiful block prints.

Almost a decade old, it is a venture committed to bring together a varied range of traditional crafts and techniques of dyeing, weaving, printing and hand embroidery. The founders have dedicated their life to promote Indian Block Prints and provide employment and Hand-Embroidery training to women so that numerous underprivileged women can be empowered.

As a Head - Customer Experience, you will be taking full ownership of key performance indicators relevant to particular stages of customer engagement.

What you will do:

- Helping in defining Brand Voice of the company

- Selecting uniform words, the attitude and values of the brand while addressing the target audience over different media in line with the company vision

- Collaborating with the management, marketing & branding teams.

- Relaying meaningful and empirical customer insights across teams to constantly enhance the company's customer experience.

- Driving a passionate, customer-centric culture within the company

- Influencing the company's product road map to positively impact customer experience.

- Training and supporting customer experience team members to deliver best in class service by developing proper standards, policies and procedures.

- Setting the customer experience team goals and ensuring that it is in line with Company vision.

- Establishing a consistent, accurate and timely reporting framework on key individual and team metrics.

- Conceptualizing and rolling-out the company's customer experience roadmap on a quarterly, bi-annual and annual horizon.

- Ensuring non- recurrence of customer issues by root cause analysis

- Eliminating key problems/ issues in the customer life cycle.

- Developing a holistic customer journey and shaping all customer touch points maximizing customer satisfaction across all stages of engagement by exhibitions, digital and print communication, social media interactions

- Discussing and handling complex escalations by coordinating with the company's legal counsel.

- Identifying the CRM needs of the company

- Making necessary additions to the company's prowess in terms of software and hardware.

- Working with HR and Management in hiring new members for the team from time to time.

- Analysing regular competitive landscape and staying ahead of the curve.

- Assessing, appraising and training regularly team members and help in building organisational capability.

What you need to have:

- Proven experience in augmenting customer experience and ratings at a company

- Ability to work independently.

- Prior experience or deep understanding of Omni-channel business strategies.

- Strong Understanding/ keen interest in technology/ automation.

- Strong interpersonal Skills

- Proven Experience in managing teams.

- Excellent Written and Spoken Communication Skills

- Hands on experience in managing teams and getting results.

- Should have worked on integrating a CRM for a company.

- Strong analytical abilities and an empirical thought process.

- Ability and readiness to work and thrive in an ambiguous and constantly changing environment.

- Keen interest and prior experience in building systems and processes from the ground up.

- Deep understanding of business and business metrics

- Ability to stretch long hours.

- Proactive approach to business problems.

- Candidates with prior marketing experience are preferred.

- Excellent problem identification and solving abilities.

- Inquisitive bent of mind.

- Strategic thinking and the ability to make holistic and well-grounded in reality business plans.

- Should exhibit strong leadership abilities.

- Should understand Web Technologies.

- Tier 1 B-Schools with 6 to 8 years- experience.