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20/07 Rajat
HR Associate at Talentiser

Views:269 Applications:221 Rec. Actions:Recruiter Actions:103

Head - Customer Experience - Internet/eCommerce (5-7 yrs)

Mumbai Job Code: 834907

- Responsible for creating, managing and owning company's Customer Experience Strategy

- Monitor, Evaluate & Improve Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Churn Rate, and Customer Retention

- Assist in defining the Objectives and Key Results (OKRs) that company's Customer Service strategy must achieve.

- Develop & document processes & training modules

- Develop listening points in the customer journey, define segmentation of customer base and identify opportunities for improvement of existing services, introduction of new services, and scaling of all operations

- Have a clear understanding of the company's business objectives so as to strategize Customer Experience efforts such that it contributes to the achievement of the business goals.

- Optimize business costs and processes

- Develop, train and build a high-performing customer experience team with a blend of inhouse and outsourced operations

- Ensure that the customer experience team works in collaboration with all other business functions

- Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions

Women-friendly workplace:

Maternity and Paternity Benefits

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