National Head - Customer Experience, CRM & Customer Support

Services (CSS)

Location: Mumbai

Department: Customer Experience

Reporting To: Director - Customer Experience

Role Purpose :

- To lead end-to-end Customer Experience ecosystem across B2B, B2C, and International business segments, integrating Customer Support Services (CSS) and CRM strategy into a unified, insight-driven function.

- This role goes beyond traditional service delivery and will act as a strategic driver of customer-centric growth, owning the complete customer lifecycle-from acquisition and onboarding to retention, service excellence, and experience transformation.

- The incumbent will be responsible for building a scalable, digitally enabled, and analytics-led customer experience organization, ensuring superior service delivery, strong customer relationships, and measurable business impact.

Core Responsibilities :

1. Enterprise Customer Experience Strategy (B2B, B2C & International) :

- Define and drive a holistic CX strategy across enterprise, SME, retail, and international customer segments

- Align customer experience frameworks with business growth, retention, and share-of-wallet (SOW) objectives

- Build differentiated service models for B2B key accounts, B2C retail customers, and international corridors

- Drive global service consistency while adapting to regional and market-specific needs

2. CRM Strategy & Customer Lifecycle Management :

- Own and transform CRM into a strategic business enabler, not just a support function

- Define CRM frameworks covering:

- Lead-to-customer conversion journey

- Customer onboarding and lifecycle management

- Account governance and engagement models

- Drive customer segmentation, prioritization, and value-based engagement strategies

- Leverage CRM platforms to enhance visibility, forecasting, and proactive customer management

3. Customer Support Services (CSS) & Service Excellence :

- Lead a multi-layered CSS organization (Regional/Zonal teams, SQAT, Escalations) across India

- Establish standardized SOPs, escalation frameworks, and service playbooks across all customer segments

- Drive first-contact resolution, case quality, and TAT adherence across channels

- Ensure consistent and high-quality service delivery across B2B, B2C, and International

4. Data, Analytics & Customer Insights :

- Build a data-led CX engine leveraging:

- Customer feedback (CSAT, NPS, VoC)

- Complaint analytics and root cause identification

- Customer behavior and usage patterns

- Translate insights into actionable interventions across operations, product, and network

- Drive predictive analytics for:

- Customer churn prevention

- Service demand forecasting

- Experience improvement initiatives

5. Cross-Functional Influence & Service Transformation :

- Partner with Operations, Network, Sales, Product, and Technology teams to drive end-to-end customer outcomes

- Influence improvements in delivery experience, returns, claims, and service reliability

- Lead CX transformation programs including:

- Automation and workflow optimization

- Self-service platforms and digital channels

- AI-driven customer interaction models

6. Governance, Service Assurance & Risk Control :

- Establish strong governance mechanisms for:

- SLA adherence and service quality

- Escalation management and closure timelines

- Complaint recurrence reduction

- Drive service assurance frameworks across all business lines

- Ensure compliance with internal policies, audit standards, and regulatory requirements

7. People Leadership & Capability Building :

- Build and lead a high-performing, pan-India CX organization

- Mentor regional leaders and drive a customer-first culture across teams

- Define KPIs, performance frameworks, and incentive structures aligned to CX outcomes

- Partner with L&D to build future-ready capabilities in analytics, service, and digital tools

Key Performance Indicators (KPIs) :

- Customer Satisfaction (CSAT) / Net Promoter Score (NPS)

- Customer Retention & Share of Wallet (SOW)

- Resolution TAT & First Contact Resolution (FCR)

- Complaint Recurrence Reduction

- CRM Adoption & Customer Engagement Metrics

- SLA Adherence & Service Quality Index

- Automation & Digital Adoption in Customer Interactions

Experience :

- 15+ years in Customer Experience, CRM, or Service Operations within logistics, express, supply chain, or e-commerce

- Minimum 5+ years in a national leadership role

- Proven experience handling B2B, B2C, and International customer segments

- Demonstrated track record of CX transformation and CRM implementation

Education :

- MBA / Postgraduate in Operations, Marketing, Service Management, or related fields

Core Competencies :

- Strategic thinking with strong execution orientation

- Deep understanding of customer lifecycle, CRM, and service operations

- Strong analytical and data-driven decision-making capability

- Expertise in customer journey mapping and experience design

- Ability to influence cross-functional stakeholders at senior levels

- Experience in leading large, geographically dispersed teams

- Strong communication and executive presence