Head - Customer Experience/Retention - Internet/Online

Job Description:-

- To improve retention and reduce attrition.

- Work with and lead inbound and outbound customer facing teams to reduce customer churn. Includes call centre, field teams, sales teams, operations teams across the org.

- Install and improve processes internally and externally

- Proactive activation working on early warning triggers

- Create and execute to a strategy for improved customer retention and NPS actionables correlated to retention

- Introduce and leverage technology; install a predictive customer retention and risk-scoring model

Key Requirements:-

- 10+ years experience in leading customer-facing organizations. B2B/ B2C/ SaaS preferred. Ideally combined background of post-sale and sales experience

- Strong empathy for customers AND passion for revenue and growth

- Analytical and process-oriented mindset

- Demonstrated desire for continuous learning and improvement

- Enthusiastic and creative leader with the ability to inspire others

- Excellent communication and presentation skills

- Relevant Bachelor's degree; preference for computer science or related degrees