14/01 Srishti Girhotra
Senior Manager HR at Stanza Living

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Stanza Living - Assistant Vice President - Customer Experience (2-5 yrs)

Delhi NCR Job Code: 881783

Stanza Living - Assistant Vice President - Customer Experience

Job Description :

- AVP Customer Experience (CX) will be responsible for defining the customer experience strategy for Stanza Living. Unlike other transaction led businesses i.e. food ordering, online shopping, hotels, airline etc, a Stanza Living resident engages with the brand through multiple touchpoints over a long period of time.

- This requires the need for continuous engagement and customer delight to extend the lifetime value of the consumer. The AVP CX will be required to understand customer behaviour (for both students and working professionals) along these touchpoints and define expected service delivery standards and SOPs. The AVP CX will drive projects that significantly impact customer delight and referrals.

Some of the key responsibilities will include :

- Create and implement customer service roadmap for next 2 years

- Own the design, construct and engagement of Stanza Alfred, our proprietary consumer app

- Design processes/metrics to enhance customer experience and drive retention

- Design a universal CX score applicable to all functional teams

- Take full responsibility to own the customer service budgets

- Develop a strong analytical framework to predict customer behaviour

- Build customer on-boarding and engagement playbook that can be replicated at scale

Who we are looking for :

- Extremely high ownership, ability to get hands dirty, and work in a constantly-changing and fast-growing environment

- Strong interpersonal skills, ability to communicate and manage well at all levels of the organization and with staff at remote locations essential. Establish collaborative and trusting relationships with the business key internal leaders and stakeholders in order to ensure that there is a free flow of ideas and information across the business

- First principle thinking, strong problem solving and the ability to exercise sound judgement

- Strong leadership skills, have an ability to inspire and move a cross-functional group and business top leadership in a unified direction and with a unified vision.

What Can You Expect :

- A phenomenal work environment, with extremely high ownership and growth opportunities

- Opportunity to shape a potential unicorn

- Quick iterations and deployments - fail-fast attitude

- Opportunity to work on cutting-edge technologies

- Access to a world-class mentorship network

Women-friendly workplace:

Maternity and Paternity Benefits

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