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Toothsi Reviews by Employees

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Sales Officer

Orthodontist

Job Title: Manager / Senior Manager - Process Excellence (Customer Experience & Delight) Location: Ghatkopar Mumbai Compensation: 25-30 LPA Qualification: Tier-1 MBA (IIM/ISB/FMS/XLRI/SPJIMR or equivalent) Experience: 5-8 years in consulting, customer experience, operations excellence, or transformation roles About MakeO (Toothsi | Skinnsi): MakeO is India's leading clinical beauty and wellness tech brand, offering revolutionary solutions in smile makeovers (Toothsi) and advanced skin treatments (Skinnsi). We are on a mission to make clinical beauty accessible, affordable, and delightful for every consumer. Role Overview: We are looking for a highly analytical and customer-obsessed Process Excellence leader who will reimagine and build scalable processes that elevate our Customer Success (CS) and Customer Delight metrics. The role demands a strong mix of consulting problem-solving, data-driven decision-making, and executional excellence. Key Responsibilities: Customer Experience & Delight: - Map the end-to-end customer journey and identify friction points across touchpoints. - Define, track, and improve NPS, CSAT, CES, and first-contact resolution. - Build playbooks for customer-first policies and service recovery models. - Drive innovation in after-sales engagement, ensuring delight moments for customers. Process Excellence & Transformation: - Partner with cross-functional teams (Sales, Ops, Tech, Medical) to design lean, scalable processes. - Use Six Sigma / Lean / Kaizen frameworks to reduce TAT, errors, and escalations. - Build a VOC (Voice of Customer) system to continuously gather insights and close feedback loops. - Benchmark against global leaders in beauty-tech, e-commerce, and health-tech for best practices. Data & Insights: - Create a customer experience dashboard with leading and lagging indicators. - Run deep-dive analytics to identify root causes of dissatisfaction and leakage. - Present insights and improvement recommendations to leadership for strategic decision-making. Key Requirements: - Tier-1 MBA with 5-8 years' experience in management consulting, process excellence, or customer experience roles. - Strong expertise in Lean, Six Sigma, Design Thinking, and journey mapping. - Proven record of driving large-scale process improvements with measurable impact. - Excellent stakeholder management and cross-functional collaboration skills. - Strong analytical mindset with proficiency in Excel/SQL/Tableau/BI tools. - Passionate about customer-centric innovation and building delightful experiences. What We Offer: High-impact role with direct visibility to leadership. Opportunity to own end-to-end customer experience strategy at a fast-scaling brand. Dynamic work culture with freedom to experiment and implement new ideas. Competitive compensation (25-30 LPA) and growth trajectory.

Mumbai

ToothSi - Manager/Senior Manager - Process Excellence/Customer Delight & CS 

Job Description for ToothSi - Manager/Senior Manager - Process Excellence/Customer Delight & CS  in MakeO in  Mumbai for (5-10) years of experience. Apply Now!

ToothSi - Manager/Senior Manager - Process Excellence/Customer Delight & CS  | iimjobs.com