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16/07 Tarun Bhargava
Founder & CEO at TalentGen Advisory LLP

Views:331 Applications:265 Rec. Actions:Recruiter Actions:17

Head - Customer Experience - Online/Internet (5-8 yrs)

Mumbai Job Code: 834413

Head of Customer Experience (Series A venture)

- Responsible for creating, managing and owning 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 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 companys 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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