Head - Product & Customer Experience - Mobility

Role :

This position is responsible for customer Experience . Key deliverables including driving sales, overlooking program health, managing partnership, internal stakeholder coordination and communication to enable smooth customer experience during and after sales ( Warranty, Repairs, Replacement, Claims, Damages ).

1) Establish and drive product strategy for customer Experience.

2) Drive channel expansion to ensure sale of packs across all points of sale.

3) Boost sales of customer service through product portfolio enhancement with competitive benchmarking.

4) Work with sales team to design programs and tools to drive attach rate.

5) Marketing and promotions for product awareness and visibility.

6) Responsible for P&L for customer service.

7) Influencing key stakeholders across the organization to drive business objectives.

8) Collaborate and work cross functionally with marketing , retail, sales ,operations, finance and customer service teams.

9) Closely working with external partner to design processes for smooth customer experience.

10) Manage program health and champion solutions to ensure healthy loss ratio.

11) Create governance mechanism for fraud prevention. Streamlining of internal process to reduce VOCs.

KEY RESULT AREAS :

a) Propelling sales of customer Service through intervention during purchase cycle and post purchase.

b) Ensuring a healthy loss ratio for the program.

C) Optimizing costs to drive higher throughput.

- Spearheads the scale up plan for customer service and is accountable for revenue & profitability delivery from the service. Is accountable for monitoring adherence to budgets, and identifies opportunities for containing costs and ensure compliance to laid-down policies.

- Acts as representative for the department/ business, both internally and externally.

- Initiates, develops and implements policy and procedure changes to operations at the function level.

- Possesses good knowledge of sales and is adept at operations while having a strategic overview.

- Operationalises strategies, goals and objectives for areas of responsibility into goals and plans.

Desired Profile :

- Should be B.Tech ( Preferred ) & MBA from Premier Institute

- Minimum 12+ years of experience across Sales & Operations.

- Ability to understand strategic challenges and position solutions to address these.

- Demonstrated strong problem solving skills.

- Strong execution skills. Needs to track closely program milestones while ensuring highest quality.

- Ability to conceptualize and build executive level presentations.

- Ability to work closely with leadership in a dynamic and fast paced environment requiring the individual to manage several tasks simultaneously while paying attention to detail and quality

- Ability to develop and maintain excellent working relationships at all organization levels with internal stakeholders

- High on self-motivation, positive attitude and work ethic desired

- Ability to work under pressure