Head - Program Customer Experience - FMCG/Retail - IIM/MDI/ISB/FMS

Head of CX programs

Primary Objective :

Responsible for leading the implementation of various customer experience improvement programs, ensuring project execution at ground level and acting as the Program Management Office (PMO) for tracking/monitoring progress and solving for bottlenecks and delays. Report findings and progress directly to the head of Customer Experience

Roles and Responsibilities :

- Recommend and prioritize initiatives that address the most relevant levers of promotion and detraction amongst customers (both for functions as well as the regions)

- Identify a seamless plan of execution with OKRs, milestones, owners, timelines and risks/ contingencies

- Track progress of initiatives & act as PMO to flag/ address roadblocks

- Present progress of initiatives and improvements in relevant internal forums and committees

- Codify and coordinate the exchange of best practices across BUs / geos KPIs

- Achievement of business metric targets of each initiative including, but not limited to, NPS improvement

- Timely scale up of initiatives

- Progress and improvements updates

- Initiatives dashboards/reports

Skills, qualifications, and experience :

- A required Management degree from a premier B-school in India or abroad

- 8-10 years of experience in program management, customer experience and/or consulting or similar stints in fast-growing startups

- Strong program management skills and organizational skills essential to manage several projects

- Passionate about delivering a superior customer experience

- Ability to manage multiple stakeholders of the business and drive alignment

- Structured communication and persuasion skills required to move departments and people to action