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

Delhi

Head - Customer Experience - FMCG 

Head - Customer Experience - FMCG  ,Job Description for Head - Customer Experience - FMCG  in People Connection in  Delhi for (12-14) years of experience. Apply Now!

Job Description for Head - Customer Experience - FMCG  in People Connection in  Delhi for (12-14) years of experience. Apply Now!