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20/02 Prachi khare
Director at People Connection

Views:1301 Applications:313 Rec. Actions:Recruiter Actions:206

Head - Customer Experience - FMCG (12-14 yrs)

Delhi Job Code: 1377459

A leading manufacturing company based in Delhi is looking for a Head-Customer Experience.

- The incumbent will be responsible for leading and enhancing the overall customer experience, ensuring satisfaction, and fostering long-term customer relationships.

- This role involves collaborating with cross-functional teams to optimize processes, address customer needs, and drive continuous improvement initiatives.

ACCOUNTABILITIES:

Website Design & Management:

- Lead the design and optimization of the corporate website.

- Collaborate cross functionally 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.

Digital Enablement:

- 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.

- Drive the development and execution of ecommerce strategies to enhance online sales and customer experience.

Contact Centre:

- 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.

MEASURES:

- Website and Mobile App Engagement Metrics (traffic, bounce rate, conversion rates)

- Contact Center Performance Metrics (response time, issue resolution, customer satisfaction)

- Marketing ROI

Women-friendly workplace:

Maternity and Paternity Benefits

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