Role Objective:  

This position will provide subject matter expertise in the areas of customer research, enterprise loyalty survey, data/analytics, and insights generation and CX measurement. Will work in in direct partnership and collaboration with multiple teams - Marketing, Sales, Product , Design ,Technology & will be responsible to strengthen and improve CX capabilities across to enable significant and sustainable business growth.

Key Responsibilities 

• Responsible for creating a stellar and successful experience for customers, ensuring that each touchpoint of the customer journey is effective and engaging as well.
• Tracking the brand and business metrics periodically to identify impact of interventions and suggest corrective actions.
• Enhance organizational understanding of different customer segment, their needs, behaviours & attitude. Provide strategic inputs for product development, service offering and pricing etc to ensure right customer value proposition.
• Monitor, Evaluate & Improve Customer Satisfaction (CSAT), Customer Churn Rate, and Customer Retention etc.
• Pilot and own ‘ Customer First ’ cross-functional initiatives that improve end-to-end customer experience.
• Enable the use of customer data and CX design principles to support business decisions.
• Develop listening points in the customer journey, define segmentation of customer base and identify opportunities for improvement of existing services, introduction of new services, and scaling of all operations!
• Identify pain points, delight deprivers and delight drivers across .
• Undertake competitive benchmarking, reports from industry to generate insights on the customer needs and behaviour and share the same with the business teams.

Candidature

• At least 3 years’ experience as a people manager, including a proven track record of hiring and mentoring employees.
• Should have experience in building a scaled and sustainable operating model.
• Should have experience and knowledge of CRM tools.
• As a leader of leaders understands how to nurture and develop leadership skills
• Excellent written & verbal communication skills
• Planning, Decision Making, Staffing, Process Improvement
• Excellent interpersonal and teamwork skills
• Should ensure a high level of quality in process deliverables.
• Self-driven, proactive, hardworking, team-player with a good sense of humour

For more details call – Brooma – 9930143843

Mail resume – [email protected]