Head - Consumer Experience & Insights - Healthcare & Nutraceuticals Startup

We are currently looking for a Head of Consumer Experience & Insights for a fast-growing Healthcare and Nutraceuticals Startup. The position is to be based at Gurgaon.

Our client is a fast-growing Healthcare and Nutraceuticals Startup which is part of one of the topmost specialty chemicals MNC in India and is an integrated and diversified group. With a market capitalization of over US $ 10 billion and a turnover of US $ 5 billion, It has a diversified product portfolio of strong brands and leading market shares in all product categories.

Key responsibilities -

- Tracking customer experiences across online and offline channels, devices, and touchpoints.

- Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.

- Aligning customer experience strategies with marketing initiatives as well as informing customers about new product features and functionalities.

- Identifying customer needs and taking proactive steps to maintain positive experiences.

- Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.

- Analyzing customer feedback on product ranges and new releases, as well as preparing reports.

- Performing product tests, evaluating after-sales and support services, and facilitating improvements.

- Documenting processes and logging technical issues, as well as customer compliments and complaints.

- Keeping informed of industry trends and new CRM technologies.

Candidate profile:

- A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.

- Previous experience as a customer experience specialist, or a similar customer support role.

- Extensive experience in gathering and interpreting customer experience information.

- Solid knowledge of online customer engagement platforms and channels.

- Proficiency in MS Office, as well as CX and CRM software, such as amoCRM and Qualtrix CustomerXM.

- Exceptional interpersonal skills and a client-centered approach.

- Great organizational and time management abilities.

- Excellent communication, collaboration, and problem-solving skills.

Job Location: Gurgaon

Salary: Should range around Rs.32.0 to 38.0. LPA

Interested candidates may furnish the following details in resume :

1. Your latest updated CV as a word attachment :

2. Your current and expected Salary package :

3. Your willingness to relocate to/work in Gurgaon :

4. Pls let us know if you have worked in a start-up environment and if you are OK with it.

Lalit
Options India Group