Head - Customer Experience - Textile Industry - IIM/FMS/MDI/XLRI

Our client is the most sought after traditional Indian outfit manufacturing and exporting company. Their contemporary and stylishly designed clothes are full of unique patterns, matchless embroidery, gorgeous mirror-work and beautiful block prints.

Almost a decade old, it is a venture committed to bring together a varied range of traditional crafts and techniques of dyeing, weaving, printing and hand embroidery. The founders have dedicated their life to promote Indian Block Prints and provide employment and Hand-Embroidery training to women so that numerous underprivileged women can be empowered.

As a Head- Customer Experience, you will be responsible for shaping the overall life cycle for every customer interacting with the brand. You will be expected to drive a customer-first approach across the company, which is also the company's most important core value. You have to build a competitive advantage for the company pillared on strong customer experience.

What you will do:

- Defining the brand voice of the company (i.e., the uniformity in selection of words, the attitude and values of the brand while addressing the target audience over different media) in line with the company vision and in collaboration with the management, marketing & branding teams

- Relaying meaningful and empirical customer insights across teams to constantly enhance the company's customer experience

- Driving a passionate, customer-centric culture within the company; partnering cross- functionally and influencing the company's product roadmap to positively impact customer experience

- Training and supporting customer experience team members to deliver best in class service by developing proper standards, policies and procedures

- Setting the customer experience team goals and ensuring that it is in line with Company vision

- Establishing a consistent, accurate and timely reporting framework on key individual and team metrics

- Conceptualizing and rolling out the company's customer experience roadmap on a quarterly, bi-annual and annual horizon

- Ensuring non- recurrence of customer issues by root cause analysis and elimination of key problems/ issues in the customer life cycle

- Developing a holistic customer journey and shaping all customer touchpoints: exhibitions, digital and print communication, social media interactions, in order to drive maximize customer satisfaction across all stages of engagement

- Taking full ownership of key performance indicators relevant to particular stages of customer engagement

- Discussing and handling complex escalations by coordinating with the company's legal counsel

- Identifying the CRM needs of the company and keep making necessary additions to the company's prowess in terms of software and hardware

- Working with HR and Management in hiring new members for the team from time to time

- Regular competitive landscape analysis and staying ahead of the curve

- Regularly assessing, appraising and training team members and helping in building organisational capability

What you must have:

- Education from Tier 1 B-Schools with 6 to 8 years experience

- Proven Experience in augmenting customer experience and ratings at a company

- Ability to work independently

- Prior experience or deep understanding of omni-channel business strategies

- Strong Understanding or keen interest in technology/ automation

- Strong interpersonal skills

- Proven experience in managing teams

- Excellent written and spoken communication skills

- Hands on experience in managing teams and getting results

- Should have worked on integrating a CRM for a company

- Strong Analytical abilities and an empirical thought process

- Ability and readiness to work and thrive in an ambiguous and constantly changing environment

- Keen interest and prior experience in building systems and processes from the ground up

- Deep understanding of business and business metrics

- Ability to stretch long hours

- Proactive approach to business problems

- Candidates with prior marketing experience are preferred

- Excellent problem identification and solving abilities

- Inquisitive bent of mind

- Strategic thinking and the ability to make holistic and well-grounded in reality business plans

- Should exhibit strong leadership abilities

- Should understand Web Technologies