About the Company : Pilgrim is one of the fastest growing and most innovative Direct 2 Consumer (e-commerce) businesses in the beauty space. Founded by serial entrepreneurs from IIT Bombay and IIM Ahmedabad, it offers a dynamic, fast-paced, and fun culture to be a part of. Visit our website to know more about the brand. Also, check our IG page, discover.pilgrim ROLES & RESPONSIBILITIES: Overall Management - Drive Excellence in Customer Service and quality of execution - Monitor & track customer complaint/query resolution time, customer satisfaction, and set processes to improve it on a regular basis - Be responsible for customer satisfaction (CSAT) score and accountable for improving it - Build a strategy to ensure the quality standards of consulting & services to customers are improved on an ongoing basis - Achieve business goals - Lead customer support function and deliver the best customer experience by designing and implementing new strategies - Support initiatives with the product and tech team to enhance customer experience at various touch points including website, chat, support desk, knowledge base, etc - Ensure that all the refusals and returns are acted and closed for the same in time Performance management - Reporting (monthly, quarterly, annual, QBR) Social Listening/ ORM - Train team to use tools for social listening about the brand, category & competition - Set up process to reply to social media DMs/ comments/ queries Hiring/ Team Management - Define skillset required and develop job descriptions - Initiate recruiting request - Review Profiles - Provide next steps to delivery team - Successful onboarding operations - Frontline HR support - Employee coaching Financials & Contracts - Contracts, renewals and amendments - H1/2 spend plans. Manage budgets annually - Expense reporting Event Planning - Team building - Training YOUR PROFILE: - 12+ years of professional experience with reputed customer support / BPO processes - Experience across both domestic & international processes preferred - Should have managed a team of minimum 100 people - Management of outsourced team driving performance and productivity - Continuous improvement mindset - Customer centricity

Mumbai

Heavenly Secrets - Programme Manager/Senior Programme Manager - Customer Delight 

Job Description for Heavenly Secrets - Programme Manager/Senior Programme Manager - Customer Delight  in Heavenly Secrets Pvt Ltd in  Mumbai for (12-15) years of experience. Apply Now!