VP - Customer Experience - eCommerce

Responsibilities:

- Guardian of Customer experience - responsible for continuous improvement of customer experience at all customer touch points

- Responsible for Strategy and Execution of all customer experience improvement projects - driving continuous improvement

- Establishes relationships with the different teams within the organization to make projects successful

- Responsible for a scientific approach towards Customer Experience

- Establish a framework for measuring customer experience, Building and running mechanisms to kill Outliers,
Building a framework to learn from Outliers to drive Continuous Improvement

- Evangeline Customer experience through leading innovative programs

- Responsible for infusing Customer Centricity to the organization at large from customer facing teams to inward facing teams

- Develops a very good understanding of the customer pain points, and delight points

Requirements:

- Strong communication skills (verbal & written)

- Strong Analytical Skills and Process Orientation

- The ability to thrive in a fast-paced, start-up environment

- MBA from Premier B-School - 12 to 15 years experience post qualification

Contact: 9740700433