Head Customer Experience

What we are looking for:

The role is responsible to improve overall experience at the workplace by ensuring the quality of service delivery, building a strong culture, while scaling the team and centres as the company grows! Ensure the targeted revenues are delivered through :

• Understanding consumer requirements and aligning product offerings to the same
• Understanding usage behavior of customers and existing subs and maximizing their revenue delivery from them thru relevant offerings.
• Gain market insights on consumer purchase and trade sale behavior and convert the same into revenue drivers
• Manage revenue MIS to be able to take course corrections on revenue delivery plans
• Retain revenue delivering subs via running customized offers while ensuring there are no out of pocket costs associated with the initiative.

Deliverable:

• Responsible for enriched Customer Experience at the workplace focusing on Customer Relations and member retention at existing centres
• Starting with the Customer and working backwards, strategize and build innovative tools, designs, processes, and programs to support the rapidly changing business environment while maintaining an exceptional customer experience.
• Draw out basic operating standards across cable partners, front end associates, any client facing executives to ensure standard high quality customer experience across all our centres
• Evaluate and ensure high quality of service delivery and operations, using a combination of data analysis, innovation, processes, and strategies
• Execute business wide initiatives - Define project plans, assemble resources, manage implementation activities, and develop hybrid (standardized/customized) processes associated with customer experience program rollout and ongoing support.
• Create a collaborative environment amongst our members through exciting events and partnerships
• As an advocate for the customer ensures customer satisfaction with all touch points within the workplaces and team member/ customer interaction
• Generating creative ideas for boosting customer happiness (this may involve redesigning the working space)
• Identify new opportunities - Partner with the cross-functional business teams and CS Operations across India to assess and prioritize program needs based on rapidly changing business requirements, develop business case for new initiatives
• Manage multiple program areas in Customer Service and Operations - track delivery against program objectives and implement proposals to improve program services and efficiency.

Professional Qualifications:

• Post Graduate with 7 years- experience in the service industry or high growth startup
• Strong inclinations/expertise of process improvements and re engineering
• Experience of driving quality management systems to improve effectiveness in teams/ processes
• Excellent people managing skills across multiple teams/locations
• Strong analytical, strategizing, problem-solving and reporting skills
• Extremely strong communication and writing skills