AVP/Head - Customer Experience - FMCG/Food Tech - IIT/IIM/NIT/ISB

AVP Customer Experience (Head)

Note : client wants candidates only from Tier I College Alumnus (IIT/IIM/NIT/DU/ISB etc)

Job Description :

Our client is building the next generation food company, and looking for people who will help redefine how every aspect of the food business is run. If you are the kind of person who looks at a pizza and starts questioning how they manage to prepare & deliver in less than 30 minutes, then you need to apply immediately!

Role :

- It is Food-tech Company providing the best online food delivery experience.

- F&B is an industry where interaction with customers is very frequent and direct.

- Believe that this industry will be defined by the Customer Experience (CX).

- We want to set the benchmark for customer experience so high that people talk about us every time they think of customer experience.

Responsibilities :

- We are looking for a Rock Star candidate who can rise up to the challenge & lead the organization to build an industry defining Customer Experience.

- As Head of CX, you will be ensuring that customers get the best in class experience in every interaction be it the platforms/products, be it the delivery process & experience, be it the packaging or the categories of food.

- You will be defining what & how things have to be done at every customer touch point.

Your primary responsibilities will include :

- Building & Leading CX Team to give Best in Industry Customer Experience across platforms (Voice, Email, Chat & Social Media)

- Develop overall vision & strategy for CX.

- Coming up with innovative solutions & approaches for problems related to customer touchpoints.

- Building System & Processes with other departments - Logistics, Food & Kitchen, Marketing and Technology to give a seamless experience to customers.

- Be a part of all strategic decisions to ensure that the customers get best food, best product (app & website) and best overall experience in the industry.

- Key stakeholder in all operations processes & overall system design.

Requirement :

- The ideal candidate shall have the following skills & abilities -

- Strong Analytical Skills. Logical & Data Driven.

- Proven Ability in Setting up Processes & Building Teams.

- Extremely Good at Problem Solving. Ability to breakdown problems & issues and arriving at solutions using first principles.

- Excellent Leadership & Communication Skills.

- Keen interest in technology, using latest products & tools to solve problems & increase efficiency.

Qualifications :

- Tier I College Alumnus (IIT/IIM/NIT/DU/ISB etc)

- 3-8 Years of Work Experience (Any Experience in Operations & E-Commerce is an added advantage)