Head - Customer Experience - Online/eCommerce

Head of Customer Experience : (Series B venture)

- Responsible for creating, managing and owning Customer Experience Strategy

- Collaborate with Product team to develop product features to automate/improve customer experience

- Monitor, Evaluate & Improve Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Churn Rate, and Customer Retention

- Assist in defining the Objectives and Key Results (OKRs) that Customer Service strategy must achieve.

- Develop & document processes & training modules

- Develop listening points in the customer journey, define segmentation of customer base and identify opportunities for improvement of existing services, introduction of new services, and scaling of all operations

- Have a clear understanding of the company's business objectives so as to strategize Customer Experience efforts such that it contributes to the achievement of the business goals.

- Optimize business costs and processes

- Develop, train and build a high-performing customer experience team with a blend of inhouse and outsourced operations

- Ensure that the customer experience team works in collaboration with all other business functions

- Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions

Tier 1 academics : 4+ years experience.