Manager - Customer Experience - Internet/Online

- Focus on improving key customer satisfaction metrics like NPS and Service quality

- Drive implementation of identified cross functional initiatives through a mix of projects and small improvements

- Build departmental objectives for team, devising KPIs for team members & track progress against both, taking corrective steps wherever necessary

- Demonstrate innovation in quality methodology & processes

- Drive adherence to all the processes defined to match business requirements

- Strong problem solving and trouble shooting skills and an ability to come up with creative solutions to impossible-to-solve problems

- Own overall relationship with customers and partners, customer experience and facilitate organic growth

- Establish yourself and the team as a trusted/strategic advisor for all customers/partners and drive continued value for our products & services

- Design and develop operational controls and metrics to ensure that the results match the desired outcomes. Constantly keeping track of customer satisfaction and improvising to reach new highs.

- Control resources and utilise assets to achieve qualitative and quantitative targets