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08/02 Sreelaxmi Radhakrishnan
HR at Flexability RPO

Views:859 Applications:228 Rec. Actions:Recruiter Actions:45

Zee Entertainment - Director - Customer Delight (10-12 yrs)

Mumbai Job Code: 1045298


A process excellence leader who can drive customer experience across categories (AVOD, SVOD, Music & News) on ZEES plat form. The objective of this role is to build a centralized function to deliver delightful consumer and experience that yield competitive advantage and move the company forward.

- Identify, prioritize, and fix areas of improvement across the consumer journey and improve new consumer experience (NPS/CSAT) and retention.

- Incumbent would also be focusing on identifying the needs of customers that are new-to-ZEES and build solutions to address those needs, improving app ratings & reviews score.

- Establishing and reviewing customer delight across all channels (B2B/B2C), touch points and translate them into a comprehensive strategic plan for long term value.

- Analyzing customer experiences across online and offline channels, devices, and relevant touchpoints.

- Leading and improving Contact Center metrices & SOPs to enhance the consumer experience.

- Driving Automation to bring efficiencies in the processes and response time.

- Launching, monitoring, and optimizing new capabilities for consumer touchpoints (email, social, live chat, chat bot).

- Maintenance & Improvement of CRM system to improve consumer centricity with user management.

- Identify and resolve business problems which have high impact on consumer experience by providing innovative solution and excellent execution.


- 8-10 years' experience in driving and improving consumer delight in online eCommerce organizations or a Digital entertainment set up.

- Excellent problem solving, critical thinking, and communication skills.

- Highly customer obsessed thinking with deep understanding of consumer needs and aspirations.

- Extensive project management & organization skills including conceptualization, brainstorming, driving cross-team alignment, managing deadlines and objectives, delivering analyses, managing learnings library and recommendations/next steps.

- Should be an effective communicator with strong relationship management skills with the capability to relate to people at any level of business/management.

- Proven ability to handle various conflicting priorities and creates a culture of going above and beyond.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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