Head - Customer Service - Retail Firm

- Leading a one-of-a-kind customer advise team where customers do a chat/video call with experts.

- Accountable for overall Customer Experience for the products.

- Manage journey design & process re-engineering across online & offline channels, consumer insights, implementation & administration.

- Lead the relationship with outsourced partners and deliver the desired results.

- Evaluate & monitor every customer facing process & drive the gold standard for CX and strive for Continuous optimization, upgrades of System/ Processes.

- Accountable for P&L for CX for the organization along with focus on designing and solutioning.

- Accountable for proactive & reactive aspects affecting CX which includes complaints, Call Centre, escalation Management, Training & quality & strategic quality for all Ecommerce platforms for the organization along with Retail stores.

- Overall responsibility for customer facing touch points of calls, emails, chats, grievances etc.

- Working with Product team, UX, for creating, evolving the overall "assisted care" & "Selfcare" parts of the CX journey This includes BOTS, WA, IVR, Self Help part from CS (Grievance officer, Nodal officer, Ombudsperson and Contact Centre).

- Collect, track, and analyse customer feedback to help improve NPS and reduce detractions

- Cross-functional collaboration & work closely with senior stakeholders to transform CX.

- Drive capability building, enable business understanding through continuous dialogues, training sessions and assignments. Strive for de-risking from over dependencies on individuals.

- Drive the execution of PMS process within the team by ensuring timely goal setting, performance review, feedback and development of team members.

- Close co-operation with the operations team to ensure a good communication to customers.

- Lead the relationship with outsourced partners and deliver the desired results.

- Governance and Internal Audits.

Relevant Experience:

- Seasoned leader in CX with 'Customer First' mindset who has managed scale and complexities within processes, people management in fast growing and tech enables environment.

- 16+ Years of relevant experience. Should be leading a sizable (150 Plus) CS/Contact Centre in the current role.

- Should have experience of anchoring outsourced partners.

- Preferably from new age consumer products/services companies.