Head - Customer Service - Luxury Fashion Retailer

Industry - Internet / Online / eCommerce

Job Type - Permanent

Description - Hiring a Head of Customer Service to manage and lead the entire customer success and operations team in Mumbai

Client Details:

Client is India's leading luxury fashion retailer with major online and offline presence

Description:

- Design customer success roadmap to strategically engage, retain, and scale the client base globally.

- Improve customer service experience, create engaged customers and facilitate organic growth.

- Work closely with product team to share customer usage insights that guide product backlog and effectively leverage the enhancements to drive customer success.

- Take ownership of customers issues and follow problems through to resolution.

- Determine operational needs by analysing quality impacting issue and derive action plan to drive improvement.

- Develop & constantly upgrade customer service procedures, policies and standards.

- Scale both Fulfilment Operation and Customer Experience Support process.

- Engage in extensive Quantitative Analysis of Customer Experience touch points and deliver meaningful insights from customer engagement, feedback and usage patterns to bring about organization change.

- Monitor and publish variance against set service SLAs / TATs and immediate escalation for any quality deficits and short falls in performance.

- Build a system to maintain accurate records and document customer service actions and discussions.

- Recruit, mentor and develop customer service team and nurture an environment where they can excel through encouragement and empowerment

- Keep ahead of industry's developments, introduce systems automation, constantly upgrade and implement other best practices to gain competitive edge.

- Drive customer success to continuously increase lifetime customer value, retain customers and ensure high satisfaction and customer loyalty

Profile

- Total 10 to 15 years of experience in Customer Experience/ Customer Delight process.

- 5+ years of leadership operational experience in a B2C (Business-to-Customer) E-commerce segment

- Education: BE/ B.Tech or MBA/PGDM

- Knowledge of ecommerce systems, content management systems, customer service software, and best practices

- Must have managed and shown scaling ability with a team size of at least 15+ people

Job Offer :

- Market competitive compensation

- Leadership role in India's leading luxury retail setup

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Rishabh Oberai on +91 (0)22-42363398

Contact - Rishabh Oberai

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