Customer experience manager

Snapmint is on a mission of democratizing installment purchases for next 350 Mn Indians. Of the 300 million credit eligible consumers in India, less than 30 Million actively use credit cards. Snapmint is reinventing credit for the next 200M consumers by providing them freedom to buy what they want and pay for them in installments without a credit card. In a short period of time Snapmint has reached over a million consumers in 2200 cities and has powered over 200 crores worth of purchases.

Snapmint was started by a closely-knit team of passionate bankers and technocrats from IIT Bombay.

RESPONSIBILITIES :

- Own strategy of Snapmint customer order fulfillment/supply-chain journey

- Responsible for improving end to end customer experience on post order tracking/confirmations

- Guardrail customer experience through customer centric decision making , policies and processes.

- Liaison with internal teams such as marketing, product development, account management, UX etc, to ensure that gaps in the customer experience are plugged.

- Ownership of key CX metrics like NPS, Perfect experience, Resolution, satisfaction etc.

- Drive organization wise KPIs for specific journey nodes which have a direct bearing on the customer experience outcomes

EXPERIENCE REQUIRED :

- Minimum 2+ years of experience on a similar role in a company doing more than 10 thousand orders per day

- In depth knowledge of order fulfillment journey, journey maps, drivers of experience at large scale

- Should have hands on experience of working in critical customer experience life cycle stages.

- Strong problem solving and analytical skills.

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