Head - Customer Experience - eCommerce

Looking to hire a Head - Customer Experience.

Candidate passed out from good B school, with 10-15 yrs experience in building organization, has managed scaling up of operations, and can independently manage the team may apply.

Key responsibilities :

1) Drive strategic initiatives centered on Customer Experience, operational efficiencies, proactive escalation management by collaborating with stakeholders like Logistics, Product, Customer Experience and Strategy.

2) Driving customer experience & ensuring implementation of customer friendly processes leading to higher NPS, CES & CSAT across all experience zones.

3) Enhancing App/web experience to ensure higher conversion at platform. Continuous bench-marking of social sentiments and improvement of platform experience to enhance repeat buyers.

4) Customer engagement at all touch points leading to a Customer Delight.

5) Drive Compliance Management through continuous Training, Learning managing Quality parameters.

6) Should have managed teams of 250 plus which will include CCA, Team leaders, Asst Managers & Managers.

Would prefer to hire from E Commerce background who have an experience of growing from a Start Up to a prominent player in the industry.