Managing Consultant at V5Global
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Lead/Head - Customer Experience - Fitness/Health Product (10-13 yrs)
Looking to hire a Head - Customer Experience for one of the Fitness/ Health product company based in Bangalore.
Key responsibilities :
1) Drive strategic initiatives centered on Customer Experience, operational efficiencies, proactive escalation management by collaborating with stakeholders like Logistics, Product, Customer Experience and Strategy.
2) Driving customer experience & ensuring implementation of customer friendly processes leading to higher NPS, CES & CSAT across all experience zones.
3) Enhancing App/web experience to ensure higher conversion at platform. Continuous bench-marking of social sentiments and improvement of platform experience to enhance repeat buyers.
4) Customer engagement at all touch points leading to a Customer Delight.
5) Drive Compliance Management through continuous Training, Learning managing Quality parameters.
6) Should have managed teams of 200 plus which will include CCA, Team leaders, Asst Managers & Managers.
Would prefer to hire from E Commerce background who have an experience of growing from a Start Up to a prominent player in the industry.