Head of Customer Experience (CX) BPO - Business Vertical

We are looking for an entrepreneurial and impact-focused professional to lead the Head of CX overall. This role will lead client acquisition, strengthen existing partnerships, secure new logos, and expand revenue opportunities while driving excellence in delivery, innovation, and optimization.

This role involves close collaboration with the Chief Revenue Officer (CRO) to unlock new business avenues. The incumbent will primarily focus on markets across the US, Europe, the Middle East, APAC, and India for growth, reporting directly to the CEO.

Location: Noida / Gurgaon

Preferred candidates from BPO/KPO industries ONLY

Start-Up Experience is Mandate.

Key Responsibilities

1. Growth & Innovation

- Lead and scale revenue growth by driving customer experience-led sales strategies, forging key partnerships, and unlocking new market opportunities.

- Identify emerging trends and technologies in customer experience to keep at the forefront of innovation.

- Drive initiatives to enhance customer retention, loyalty, and advocacy, contributing to long-term business growth.

- Develop and implement strategies to expand customer base and market share.

- Explore partnerships and integrations with other platforms to enhance the customer experience ecosystem.

2. P&L Management

- Own the P&L for the CX function, driving revenue growth, cost optimization, and profitability.

- Identify and capitalize on opportunities to upsell and cross-sell solutions, contributing to overall business growth.

- Monitor and manage budgets, ensuring efficient allocation of resources to achieve business goals.

- Drive Customer Lifetime Value (CLTV) initiatives to maximize long-term profitability.

3. Operational Optimization

- Implement scalable processes systems to enhance operational efficiency customer satisfaction.

- Leverage AI and data analytics to identify trends, predict needs, and proactively address potential issues.

- Continuously evaluate and improve customer touchpoints, ensuring seamless and consistent experiences across all channels.

- Implement automation tools (e.g., chatbots, AI-driven support systems) to streamline operations and improve response times.

4. SLA Management & Performance Metrics

- Define, monitor, and exceed Service Level Agreements (SLAs) to ensure exceptional service delivery.

- Establish and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.

- Implement corrective actions and process improvements to address any gaps in performance.

- Develop real-time dashboards and reporting mechanisms to track customer experience metrics and share insights with leadership.

5. Handling Large Distributed Operations

- Oversee large, distributed customer experience operations, ensuring consistency and quality across all regions.

- Collaborate with cross-functional teams, including Product, Sales, and Technology, to align customer experience goals with business objectives.

- Manage vendor relationships and third-party partnerships to enhance service delivery and operational efficiency.

- Ensure compliance with global data privacy regulations (e.g., GDPR, CCPA) in all customer interactions.

6. Customer Experience Strategy & Leadership

- Develop and execute a comprehensive CX strategy aligned with vision and business objectives.

- Lead, mentor, and inspire a global, distributed CX team to deliver exceptional service and support.

- Foster a customer-centric culture across the organization, ensuring that customer needs are at the forefront of all decision-making processes.

- Establish a Voice of the Customer (VoC) program to capture customer feedback and insights and translate them into actionable improvements.

7. Industry Expertise (TTLH Industries) is an advantage, but not necessary

- Leverage experience in Travel, Transportation, Logistics, and Hospitality (TTLH) industries to bring best practices and innovative solutions

- Understand the unique challenges and opportunities within TTLH industries to tailor customer experience strategies accordingly.

- Develop industry-specific use cases and solutions to address pain points in TTLH sectors.

8. Crisis Management & Customer Advocacy

- Develop and implement crisis management protocols to manage customer escalations and ensure minimal disruption to service.

- Function as the ultimate escalation point for critical customer issues, ensuring swift resolution and maintaining customer trust.

- Build a customer advocacy program to identify and leverage satisfied customers for case studies, testimonials, and referrals.

9. Technology & Tooling

- Evaluate and implement innovative customer experience tools, such as CRM platforms (e.g., Salesforce, HubSpot), customer feedback systems, and AI-driven analytics tools.

- Collaborate with the technology team to integrate customer experience tools with core products and platforms.

- Stay updated on advancements in AI, machine learning, and natural language processing (NLP) to enhance customer interactions.

10. Employee Experience & Enablement

- Ensure that the customer experience team is equipped with the right tools, training, and resources to deliver exceptional service.

- Foster a culture of continuous learning and development within the team.

- Measure and improve employee engagement to reduce turnover and maintain high performance.

Qualifications

- Bachelor's degree in business, Marketing, or a related field; MBA or advanced degree preferred.

- In a 24x7 environment, ready to match the working hours and as per the needs of the business.

- Experience in handling large, distributed teams and operations across multiple geographies.

- 15 years of experience in customer experience, operations, or related roles, with at least 8 years in a leadership position.

- Proven record of managing P&L of at least $300m, driving growth, and optimizing operations in a fast- paced, technology-driven environment.

Skills & Competencies

- Strong leadership and teambuilding skills, with the ability to inspire and motivate diverse teams.

- Exceptional analytical and problem-solving abilities, with a data-driven approach to decision making.

- Excellent communication and people skills, with the ability to build strong relationships with customers and internal stakeholders.

- Deep understanding of AI, data analytics, and technology trends in customer experience.

- Proven ability to manage multiple priorities and deliver results in a dynamic, fast-paced environment.

- Familiarity with customer journey mapping, design thinking, and agile methodologies.