Scrabble is mandated to hire a 'VP- Customer Experience' for a dynamic, fast-growing D2C brand. Job Description : 1) Develop and execute the company's customer experience strategy, ensuring it aligns with the company's overall business objectives. 2) Build, lead and mentor a team of CX professionals, driving a culture of customer obsession throughout the organization. 3) Develop and implement customer service standards, policies and procedures to ensure consistent and exceptional service across all touchpoints. 4) Define and manage key customer experience metrics, including customer satisfaction, Net Promoter Score (NPS), and customer lifetime value (CLV). 5) Partner with cross-functional teams, including marketing, product, technology, operations and sales to optimize the customer journey and drive business growth. 6) Conduct market research and analysis to understand customer needs, preferences and behaviors, and identify opportunities for innovation and differentiation. 7) Design and implement customer feedback loops to drive continuous improvement and innovation. 8) Manage vendor relationships and partnerships to ensure best-in-class customer experience services and technologies. Education : MBA/PGDM Preferred

Mumbai

Vice President - Customer Experience - Internet/Online 

Job Description for Vice President - Customer Experience - Internet/Online  in Scrabble Advisors in  Mumbai for (7-18) years of experience. Apply Now!