Customer Experience Head - D2C Unicorn

CX - Head

The Customer Experience Head is responsible for defining, implementing, and optimizing the overall customer experience strategy. This role involves leading cross-functional teams, analyzing customer feedback and data, and driving initiatives to enhance customer satisfaction, loyalty, and advocacy.

Key Responsibilities:

Customer Experience Strategy:

- Develop a comprehensive customer experience strategy aligned with the organization's mission, vision, and values.

- Create a clear roadmap for implementing the strategy across all customer touchpoints.

Leadership and Team Management:

- Lead and mentor a team of customer experience professionals.

- Establish clear goals, expectations, and performance metrics for the team.

Customer Journey Mapping:

- Develop and maintain customer journey maps to understand and improve customer interactions at various stages.

Data Analysis and Insights:

- Utilize customer data and feedback to identify trends, pain points, and areas for improvement.

- Translate insights into actionable strategies and initiatives.

Cross-Functional Collaboration:

- Collaborate with departments across the organization, including marketing, sales, product development, and customer support, to ensure a consistent and exceptional customer experience.

Process Improvement:

- Identify and optimize processes that impact the customer experience, ensuring efficiency and effectiveness.

- Implement changes to reduce customer effort and improve satisfaction.

Customer Feedback Management:

- Establish mechanisms for collecting, analyzing, and acting on customer feedback.

- Monitor and report on key customer experience KPIs.

Customer-Centric Culture:

- Promote a customer-centric culture throughout the organization by setting an example and conducting training and awareness programs.

Technology Integration:

- Oversee the implementation and management of customer experience technology tools and platforms (e.g., CRM systems).

Customer Loyalty and Advocacy Programs:

- Develop strategies to increase customer loyalty and advocacy through engagement programs and initiatives.

Crisis Management and Issue Resolution:

- Lead efforts to resolve escalated customer issues or crises promptly and effectively.

Qualifications:

- Bachelor's degree in a relevant field (business, marketing, customer service, etc.). A master's degree may be preferred.

- Extensive experience in customer experience management, including leadership roles.

- Strong analytical skills with the ability to derive actionable insights from data.

- Exceptional communication and interpersonal skills.

- Proficiency in customer experience software and tools.

- In-depth knowledge of industry-specific customer expectations and trends.

Key Competencies:

- Strategic thinking

- Leadership and team management

- Data-driven decision-making

- Change management

- Collaboration and cross-functional teamwork

- Problem-solving and decision-making

- Excellent communication and presentation skills

- Customer-centric mindset