Head - Customer Service & Sales Operations

Head of Customer Service and Sales Operations

Reporting: VP of Operations

Experience: 14+ Yrs

Location: Gurgaon

ROLE DESCRIPTION

- The position will have accountability for customer partnerships, communicating regularly with customer executives to ensure and enhance satisfaction, defining and executing growth and retention strategies, conducting periodic performance and business reviews, setting and managing customer expectations, and ensuring the organization is delivering against its customer expectations.

Responsible For:

- Defining and continuously evolving a company-wide customer sales and service strategy that advances business goals and objectives

- Championing the needs and interests of customers throughout the company as a vocal and effective customer advocate

- Developing, managing and delivering a world-class customer sales and service experience

- Leading all customer acquisition functions (inside sales) to increasing profitability

- Formulating and executing strategy to materially improve customer engagement and customer experience

- Building operational effectiveness and efficiency across the customer sales and service function

- Establishing policy and procedures for Customer Service activities as well as establishing and maintaining the operational budget.

- Continually improving the processes, systems and controls to allow for a continued scaling of the business

- Leading performance improvement focus across all our operations and maintaining relentlessly high standards.

- Developing and challenging our talented leaders and team

- Achieve agreed levels on key performance indicators, including but not limited to: customer satisfaction, recommend rates, handle time, abandon rate, cost of service, fulfillment, escalation rate and agent error rate

- Maintain transparency on service levels to the organization and pro-actively raises issues or potential issues as they arise

DESIRED SKILLS AND EXPERIENCE

- Ability to develop, track and optimize customer sales and service KPI's, SLA’s, as well as applying best practices, in order to measure engagement success and to identify department wide opportunities to drive profit.

- A strong sense of leadership, ownership, urgency, and drive; the ability to work effectively in a deadline driven environment

- Strong quantitative analysis skills with the ability to make data-justified business decisions.

- Experience managing a Customer Sales and Service department on a P&L basis.

- Experience managing an external call center(s).

- Minimum of 10 years of prior call center management experience with proven track record of success

- Skills to handle daily operational responsibility in multiple locations as well as to develop, lead, and ensure completions of key strategic initiatives

- Excellent oral and written communication skills applied to developing plans, procedures, and people accountability, motivation and development

- Ability to work at all levels on strategic, financial and operational issues

ACADEMIC QUALIFICATIONS:

- MBA from reputed institute

Kindly mention the subject line as Head - CRM Operations