Role : - Head of CS Operations will be responsible for creating, managing and executing the customer experience strategy of the E2E Rapid Division. He/she will also be required to define clear metrics required for achieving the customer experience and have a mechanism to measure them regularly. This role also includes liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints. Job Description : - Focus to be on Growth + Engagement + Monitoring + Integration with the customer. - Owns the customer journey from PO receipt to customer implementation - To drive client retention, customer satisfaction, up-selling and cross-selling - Monitoring and managing the accounts to ensure higher ROI for the clients and extending end-to-end support throughout the customer lifecycle - Collect feedback from customer facing teams to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude - Create a Control Tower and define all key metrics to achieve an excellent customer experience. - Have a CT team to measure each of the metrics closely and working with ground teams to bridge the gaps in performance - Develop customer experience performance dashboards and define internal service levels and KPIs to ensure excellent customer experience. - Ensure timely and seamless integration of customer OMS with our WMS and resolve any roadblocks in doing the same with liaising with concerned teams - People management including coaching, mentoring and training direct reports Skills Required : - MBA from a Top Ranked B-School - Overall 5-10 Years of experience, preferably stints in Logistics / E-commerce/ FMCG industry having managed Sales Operations / Category Management - Experience of working in B2B environment will be a plus - Should have worked in a customer facing role and had a strong oversight on operations - Experience of working in a dynamic and quick turnaround environment - Excellent communication, negotiation and presentation skills - Understanding of product, structured thinking and analytical approach to solve problems - A Natural leader - Data Driven: Possess strong analytical skills with the ability to use data proactively to address opportunities - Strong problem-solving skills and decision-making ability - Strong collaborator and ability to build relationships with key stakeholders - Naturally curious. You're constantly looking for ways to improve upon things

Bangalore

ShadowFax - Head - Customer Success Operations - E2E Rapid 

ShadowFax - Head - Customer Success Operations - E2E Rapid  ,Job Description for ShadowFax - Head - Customer Success Operations - E2E Rapid  in ShadowFax in  Bangalore for (5-10) years of experience. Apply Now!

Job Description for ShadowFax - Head - Customer Success Operations - E2E Rapid  in ShadowFax in  Bangalore for (5-10) years of experience. Apply Now!