As Customer Success Head, you will be tracking and improving the end-to-end customer- experience- buying, fulfillment, product delivered, complaint resolution, and returns. Address and identify Customer- escalations and work on Containment and Corrective Action / Preventive Action (CAPA) framework. To enhance the brand Social Media engagement and presence across all channels. Create strategies to enhance customer- base through Social engagement and advocacy management. Initiate and drive programs around Customer- retention based on NPS and CSAT analysis.   Work closely with product and tech, category and customer- care teams as part of this goal.   Responsibilities :  - Defining and using appropriate metrics to measure overall customer experience- Use voice of customer and operational data to identify major causes impacting the customer experience.  - Identify and drive cross-functional initiatives to improve customer experience.  - Set up the central process, technology and tools where necessary to ensure sustainability.   - Build strategies and designed Customer Retention Campaigns based on Customer feedback.   - Understanding customer satisfaction. Worked towards developing better Customer Experience Management.  - Improved Customer Satisfaction (CSAT) by means of defined Business Tools & Methodology  - Ensuring that customer experience is above a minimum threshold across all categories and geographies.   - Based upon customer's voice work closely with Tech/product/marketing/Ops team to reduce non-value adds calls/ email via self- service (IVR & WEB), automation, proactive messaging, process change recommendation, etc.   Looking for Entrepreneurs from e-commerce industry who are up for this challenge!!

Bangalore

Rentomojo - Head - Customer Success 

Rentomojo - Head - Customer Success  ,Job Description for Rentomojo - Head - Customer Success  in Rentomojo in  Bangalore for (10-14) years of experience. Apply Now!

Job Description for Rentomojo - Head - Customer Success  in Rentomojo in  Bangalore for (10-14) years of experience. Apply Now!