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29/03 SIMRAN SINGH
Manager - People & Culture at Rebel

Views:1379 Applications:394 Rec. Actions:Recruiter Actions:15

Rebel Foods - Head - Customer Experience (6-12 yrs)

Mumbai/Pune/Bangalore Job Code: 1240294

Head - Customer Experience


About The Role & Key Job Responsibilities :


- In this role, the incumbent is expected to operate like an Advocate for the customer and no one else!

- At Rebel, we always think Customer First and this role will build critical enablers for the Customer Experience (CX) by leading programs that prioritize the customer's requirements over the organization's requirements.

- The role mandates a perfect balancing act between doing the right thing in the short term and doing the best thing in the long term. The incumbent will be expected to confront all threats so that we will deliver the best in class experiences on quality, value, convenience & experience for our customers.

The role will report to the Company CEO and the key responsibilities will include the following :

- Head our overall Customer Experience Charter


- This would comprise all customer touch points including D2C platforms, aggregator platforms, pre-order, in-order and post-order services and support.

- Develop processes and practices that lead to various Rebel brands (such as Faasos, Behrouz Biryani, Ovenstory Pizza, Sweet Truth) being known as the most customer-centric food brands nationally and globally and help them directly stand out from other QSRs or Cloud Kitchen Networks

- Continue building the best-in-class Customer Support Function that currently comprises a three-tiered in-house customer delight team of 110+ members including verticals such as Customer Support Operations, Training & Quality & Business Analytics.

- Work closely with the tech/product team and software vendor partners to automate customer-experience/customer-service workflows that lead to providing the fastest support and the most delightful experience to customers at the lowest possible cost (Ex: Chatbot, Response Automations, Service Customizations)

- Build DNA of Customer 1st thinking and drive this Rebel Value amongst all Functions/ Departments/ Employees as a Change advocate and Champion.

- Guide the entire organization to become truly customer-centric by developing and executing training programs for all employees (across all functions) which ensures complete alignment on customer obsessiveness across the company and help construct a customer-first culture in thoughts and actions

- Own the contacts reduction charter for Rebel Foods across all geographies and ensure a rigorous drumbeat on the program charter

- People who possess previous experience of 6-8+ years running core CX charters at customer-centric D2C organization preferably in E-commerce and allied industries that includes direct experience in managing in-house/outsourced contact centers / Core Consulting organization - with CX experience .

- Individuals who are highly customer-obsessed, empathetic to customer issues and are passionate about creating a truly delightful experience for customers

- People who have a fail-fast attitude and can manage multiple pilots/trials in order to build out exceptional systems, processes and support services for our customers.

- Proven demonstrated experience of improving CX by working with cross-functional teams such as Product, Technology, Operations, Growth & Brands.

PREFERRED SKILLS :

- Tactfully managing anecdotes without getting blinded by the averages. Proactively engaging in problem solving

- Having a strong backbone to stand up for the customer even if there are conflicting business priorities

- Supreme articulation and convincing skills - ability to influence without authority

- Influence all decisions within the organization to be customer first. Jumping in & getting things done

- Ability to participate in and lead cross functional team - collaboration over cohesion

- Demonstrated experience in structured problem solving using 6 sigma or other methodologies

PREFERRED QUALIFICATIONS :

- Demonstrated experience on program/project management preferably in Operations domain

- Bachelor's degree in engineering or commerce

- MBA or Masters Degree in marketing, operations or general management

- 6-12 years of experience in consulting or E-commerce

- Experience working in a customer contact reduction or defect reduction capacity.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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