Applicant should be from CX background from Startup/E-Commerce Industry only into similar role. The role is Mumbai based , candidates willing to relocate only need to apply Responsibilities: - Have complete ownership of the Cx strategy and ensure alignment with business goals - Define and own seamless customer journeys across all business-lines and touchpoints, in a way that drives high customer retention and loyalty - Leverage analytics to identify gaps in customer experience, for all customer interactions, transactions and engagements - Drive continuous improvements and innovations in processes and systems creating a net positive impact on key Cx indicators - Own the NPS & CSAT feedback process and service recovery loop - Own and manage reporting of insights, giving complete visibility of VOC and RCAs to business, operations and field teams - Design and manage programs that drive stakeholder alignment and engagement - Oversee all customer-facing communication and ensure consistency and compliance with brand guidelines - Be an advocate for a 'customer first' approach and drive changes in other functions/departments if required for a better customer experience

Mumbai

Head - Customer Experience & Service Excellence - eCommerce/Online 

Head - Customer Experience & Service Excellence - eCommerce/Online  ,Job Description for Head - Customer Experience & Service Excellence - eCommerce/Online  in RIVR Partners in  Mumbai for (8-12) years of experience. Apply Now!

Job Description for Head - Customer Experience & Service Excellence - eCommerce/Online  in RIVR Partners in  Mumbai for (8-12) years of experience. Apply Now!