Head - Customer Centricity - Retail/FMCG/FMCD

Head Customer Centricity role with leading MNC for Mumbai location

Job opportunity for Head Customer Centricity role with leading MNC for Mumbai location

SKILLS AND COMPETENCIES :

- Knowledge of customer experience management approaches and methodologies

- Excellent communication (both written and verbal)

- Problem-solving and analytical skills - needs to be adept at interpreting and leveraging data insights for constantly enhancing customer experience

- Interpersonal, networking and influencing skills - including liaising with leaders and business stakeholders to work in sync with the customer centricity strategy

- Ability to understand business objectives and align customer centricity accordingly

- Must be adept on all the tools and technologies that help businesses deliver, manage, measure and improve customer experience

Responsibilities :

- Develop, drive and monitor Customer Experience vision, strategy, road map and execution thereby facilitating necessary capabilities in sustaining cultural change in organization

- Lead Net Promoter Score and Benchmarking Program including end to end operations of designing and sending surveys, driving analytics on customer experience feedback to provide actionable insights to operations team

- Drive patient-centricity efforts globally across all locations. Sustain site-level engagement for patient centricity and drive governance around the functioning of the Patient Awareness Councils at each location

- Redesign site wise experience across touchpoints based on customer journey mapping, conduct call quality reviews, measure and recommend improvement opportunities by benchmarking externally on experience, quality, speed cost and compliance

- Drive process improvement initiatives to help improve customer experience by working closely with all departments

- Conduct customer experience workshops and assist team in understanding and improving key elements of the customer journey including driving change and implementing procedures to improve the experience

- Map, manage and translate the customer journey into a logical sequence by leveraging