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09/09 Kushank Uppal
Talent Consultant at Meyrahkee Advisors Pvt Ltd

Views:141 Applications:40 Rec. Actions:Recruiter Actions:36

Head - Customer Experience - Mattress Business (4-10 yrs)

Mumbai Job Code: 976314

About us:

SleepyCat was started to make it easier for consumers to shop for a mattress which is otherwise a very painful process. There was a big gap in the market between manufacturing a mattress and eventually delivering it to a consumer.

Introducing India's first mattress-in-a-box! A disruptive model to the current mattress industry. We make shopping for a mattress easy and fun. We have one super comfy mattress. We eliminate the confusion factor, making it a very simple process for buyers. Packed with all the fancy features, you can order it online with 4 simple clicks. Just choose the size you like and we deliver it to you anywhere in India within 7 days in a box! No more bulky deliveries! Our mattresses are priced at a fraction of the cost compared to the industry, as we control the entire process from production to delivery, thereby eliminating any middlemen which increases cost. We also offer a 30-night risk free trial period so you have no issue in purchasing a mattress online!

Resources:

- SleepyCat and funding on Crunchbase: https://www.crunchbase.com/organization/sleepycat

- Learn what employees say about SleepyCat on Glassdoor: https://tinyurl.com/r9oqfkl

- Checkout what people say about SleepyCat products on Google: https://tinyurl.com/rco3nqr

Designation: Head of Customer Experience

Location: Mumbai

Responsibilities:

- Handcraft the entire customer experience journey to maximize delight and brand love.

- Build and manage the customer experience team covering all touchpoints - calls, emails, chat & social.

- Build a customer first culture and root for them within the organization.

- Measure customer success team's performance on regular basis and implement any changes required to make processes more efficient

- Monitor & track customer complaint/query resolution time, customer satisfaction, number of customers onboarded and set processes to improve it on regular basis

- Manage the customer success inbound and outbound team

- Build a strategy around so as to what can be done to ensure the quality standards of consulting & services to customers are maintained/improved.

- Team Management - Be both a source of leadership and a resource, providing a range of support for our growing business

- Strong analytical skills - Data driven, can use CRM tools to optimize

What we're looking for:

- 4 - 10 years of B2C experience within the customer service/ management space.

- Must have managed a team of customer service individuals.

- Set KPI/ KRA's for the team and ensure high customer satisfaction.

- Data focused individual with great analytical skills to suggest strategic solutions to increase customer satisfaction.

- Strong drive to solve problems and build lasting experiences

Requirements:

- Excellent interpersonal skills

- Somebody who can gel up well in the culture and build it further

- Warm Approach to the B2B and B2C customers

- Drive to do things differently and set new experience benchmarks

What's in it for you?

- You get to drive the D2C revolution in India.

- Opportunity to build an experience from scratch with great autonomy.

- Great peers, you can learn from.

Women-friendly workplace:

Maternity and Paternity Benefits

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