General Manager/Vice President/Head - Customer Experience - BPO/ITeS

Purpose of the Job :

- This role partners with the CEO to run an end-to-end customer experience agenda for a large technology organization with direct impact on business results.

- The role is responsible for developing a comprehensive Customer Experience vision and strategy through the entire lifecycle of a customer including field operations, call center operations, complaint management, cross selling and upselling, reducing customer churn and managing cost of service. This is a national role with the responsibility for driving the agenda through a large team spread across India.

- This role will be an advocate for customers and therefore requires creative problem solving and strategic thinking.

- Develop a comprehensive Customer Experience vision and strategy for the business

- Collaborate with all functions to integrate and execute the right processes, technology and people to deliver an optimal customer experience

- A keen planner and implementer with insightful experience in handling operations entailing planning, budgeting, and resource deployment.

- Define and manage process and project execution for Customer Experience initiatives

- Understand, synthesize, and communicate customer experience insights and trends for each channel and across channels

- Ensure gain Market share by delivering on time installation through wide network of 1500 + partners

- Deliver serve to sell targets through upselling through field and tele calling processes

- Deliver service cost as per targets

- The role will be challenged to deliver quality service through large numbers for partner manpower and freelancers

- Improve SLAs for field parameters as well as call centers.

- The role involves impacting cost to serve, market share, customer satisfaction and revenue via upsell/cross-sell through 20 direct and more than 300 indirect reports