Head - Customer Experience - Hospitality

Key Responsibilities:

Customer Insights & Strategy:

Synthesize customer feedback across various channels (online reviews, surveys, social media) to identify trends and opportunities for improvement.

Translate customer insights into actionable strategies that align with business objectives.

Provide regular updates and reports on customer satisfaction metrics to key stakeholders.

Customer Experience Programs:

Oversee the Personal Shopper program, ensuring exceptional service and exceeding customer expectations.

Design and manage the Membership program, fostering member loyalty and engagement.

Implement win-back programs to re-engage lapsed customers.

Customer Journey Optimization:

Monitor all customer touchpoints, including query response times, resolution rates, and escalation trends.

Identify areas for improvement and implement changes to optimize the customer journey across all channels (online and offline).

Ensure accurate tabulation of post-purchase reviews and utilize insights to improve product offerings and services.

CX Leadership & Collaboration:

Provide strong leadership and direction to the CX team, fostering a culture of collaboration and continuous improvement.

Partner with functional and category heads to ensure alignment between customer experience initiatives and broader business goals.

Qualifications:

4-5 years of experience in customer-centric industries such as retail, hospitality, aviation, e-commerce, or similar.

Proven track record of success in leading and developing customer experience (CX) programs.

Strong analytical skills and experience in translating customer insights into actionable strategies.

Exceptional communication, interpersonal, and presentation skills.

Experience in navigating ambiguity and implementing change with an entrepreneurial mindset