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23/06 Ishan Bhargava
Senior Manager Human Resources at Vahdam Teas

Views:288 Applications:72 Rec. Actions:Recruiter Actions:72

Vahdam Teas - Senior Manager - Customer Experience (4-5 yrs)

Noida Job Code: 1114990

Senior Manager - Customer Experience


Customer Experience Head at Vahdam would be leading a cross- functional team and would be responsible for improving customers experience end-to-end in dealing with our brand across channels, touch-points, and customer-impacting business processes across the globe in more than 70 countries.

The candidate would be responsible not only for ensuring that we deliver great service but would also define the overall experience that our customers would go through thereby impacting greatly how our customers perceive us as a brand.

Job Description :

- Lead, motivate, and develop a high performing team within a time-sensitive and demanding environment to deliver on operational KPIs. You will be managing a small team in-house as well as at a 3rd party partner site.

- Work cross-functionally with various supporting teams to ensure we are delivering exceptional customer experiences

- Focus on the management of SLA metrics, Quality and Customer experience; Deliver on goals agreed upon with stakeholders, and create, strategize & execute plans to meet them

- Design and implement strategies for development and maintenance of reporting and Business Intelligence projects related Customer Centricity KPIs and Complaint management.

- Create and Implement an Analytics Strategy for Best in Class Service Delivery

- Leverage existing and additional relevant technologies for Reporting & Analytics across functions

- Institutionalize Structured Problem Solving for delivering Business Impact

- Be a trouble shooter in case of issues relating to processes affecting the SLAs; Dive deep into the numbers and make data-driven process improvements

- Encourage a culture of continuous process improvement, experimentation and a drive to deliver an excellent experience every time including on-the-job training and development

- Act as the Voice of the Customer across the organization.

- Use Customer Insight and Root Cause Analytics to identify company-wide improvements and present these to the Board/Senior Stakeholder/Peers.

An Ideal "Candidate" :

- Extensive experience of direct, hands-on management of all functions involved in customer experience

- Proven exposure and experience leading teams previously in a similar environment in a start-up or scale-up

- Good understanding of the Contact Center / Customer Experience touchpoints.

- Experience with Implementing technology solutions around customer experience.

- Able to work across Customer Service, Operations, Training, HR & 3rd Party Service Providers and drive their actions in a way that positively impacts customer experience.

- Long term view. Big Objectives. Think & strategize for end to end (customer as well as of the value chain). Ability to break down the strategy into executable roadmap

- Able to identify the pain points, can work out solutions & successfully implement

- Strong people management and cross-functional leadership experience

- 4-5 years of relevant experience in a similar role.

- Excellent communication skills and spoken/written English skills. Exposure to any foreign language will be an added advantage.

Women-friendly workplace:

Maternity and Paternity Benefits

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