Park+ - Lead - Customer Experience

About Park+ :

Park+ is already the largest community of 70 lakh+ car owners in India. We are building the Super app for car users. We are solving day-to-day problems faced by car users and hence, bringing delight back to car ownership. We have built technology-led solutions for parking, FasTag and access control in malls, corporate parks & apartments. Park+ allows users to discover, book and pay for Parking at ~90,000 sites across India. Park+ enabled MG and Hyundai customers to book and pay for parking via the car's head unit infotainment system.

In just over 24 months of our existence, up to 20% of all cars in metro cities and 15% cars across India are already on the Park+ platform. Park+ access control and parking automation solutions are deployed at prominent locations including Blackstone (Mumbai), Airtel HO (Gurgaon), Cyber Hub (Gurgaon), One BKC (Mumbai), Select City Walk (Saket, Delhi), 1,200+ residential apartment gates.

Park+ has raised USD 50Mn from marquee investors including Sequoia Capital and Matrix Partners, as well as from seasoned individual investors - Ashish Hemrajani (BookMyShow), Deep Kalra (MakeMyTrip), Kunal Shah (Cred) and Kunal Bahl (Snapdeal).

We are looking for a highly skilled and results-driven individual to join our organization as a Customer Experience Head. As the Customer Experience Head, you will be responsible for overseeing and managing all aspects of the customer journey, ensuring exceptional customer service, and driving customer satisfaction. You will play a critical role in enhancing our brand reputation and customer loyalty.

If you are a customer-focused professional with a passion for driving exceptional experiences and building strong customer relationships, we invite you to apply for the position of Customer Experience Lead. Join our team and contribute to our mission of delivering outstanding customer satisfaction.

Job description :

Designation : Customer Experience Lead

Work Experience : 6-12 Years

Job Location : Gurugram

- Notice Period - Immediate to 30 Days

What you'll do in the Journey :

1. Customer Service : Develop and implement customer service policies and procedures to ensure consistent and exceptional service delivery. Monitor and assess customer service performance, identify areas for improvement, and implement necessary changes.

2. Program Management : Oversee and manage customer experience programs to enhance customer satisfaction and loyalty. Develop and execute initiatives that improve the overall customer journey, including onboarding, support, and retention strategies.

3. Grievance Management : Implement effective grievance management processes to address and resolve customer complaints and issues promptly. Work closely with cross-functional teams to ensure timely resolution and customer satisfaction.

4. User Interface Satisfaction : Collaborate with the product and design teams to ensure the user interface provides an intuitive and seamless experience for customers. Continuously gather feedback and insights to drive improvements and optimize the user experience.

5. CSat (Customer Satisfaction) : Develop and implement strategies to measure and improve customer satisfaction metrics. Monitor customer satisfaction scores, conduct root cause analysis, and take corrective actions to enhance overall satisfaction levels.

6. Cadence Management with Stakeholders : Establish and maintain strong relationships with key stakeholders across the organization. Collaborate with cross-functional teams to ensure alignment on customer experience strategies and goals.

7. Team Efficiency and Customer Satisfaction : Seek opportunities to enhance team efficiency and effectiveness in delivering exceptional customer experiences. Implement tools, processes, and training programs to empower the customer service team and continuously improve customer satisfaction.

8. Transactional Issue Resolution : Proactively address and resolve customer issues and inquiries received through various channels such as the app, email, and social media. Ensure timely and accurate responses that exceed customer expectations.

9. Inside Calling : Efficiently handle the inside calling/call center team ensuring best practices and training.

10. Customer NPS (Net Promoter Score) Tracking : Regularly track and analyze customer Net Promoter Score to gauge overall customer loyalty and satisfaction levels. Use insights gathered to identify trends and opportunities for improvement.

11. Business and Customer Relationship Management : Build and maintain positive and long-lasting relationships with both internal and external stakeholders. Collaborate with sales and marketing teams to drive customer engagement and retention initiatives.

12. Online Reputation Management : To handle queries on Social media platforms, like Twitter, Instagram, Facebook, LinkedIn and resolve them within TAT to keep Brand image and reputation intact.

Required Attributes :

1. A master's degree is preferred.

2. Start-up experience is a must.

3. Excellent understanding of customer experience principles, strategies, and best practices.

4. Strong analytical and problem-solving skills with the ability to identify customer pain points and recommend effective solutions.

5. Exceptional communication and interpersonal skills to collaborate with cross-functional teams and build relationships with stakeholders.

6. Proficiency in using customer service software and tools.

7. Track record of driving customer satisfaction and loyalty in previous roles.

8. Ability to work in a fast-paced and dynamic environment, managing multiple priorities simultaneously.

9. Strong leadership skills with the ability to inspire and motivate teams.