Head - Customer Experience - Fitness/Health Product

Looking to hire a Head/Senior Manager- Customer Experience for one of the Fitness/Health product company based in Bangalore.

Key responsibilities :

1) Drive strategic initiatives centred 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 the platform. Continuous benchmarking of social sentiments and improvement of platform experience to enhance repeat buyers.

4) Customer engagement at all touchpoints leading to a Customer Delight.

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

6) Should have managed teams of 200 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.