Manager - Customer Experience - Online/Internet

Role Description

Setup mechanism to measure customer experience at various touch points and disseminate the information to rest of the org.

Work collaboratively with various functions to set and achieve continuous improvement targets for various customer experience metrics;

Drive process improvements to achieve sustainable, long term experience improvements

Act as internal champion and evangelist for customer experience, designing and executing programs to increase customer connect and centricity

Measure and co-own customer retention and growth - Are customers continuing to buy with us and are they buying more-

Develop & execute programs to increase retention and growth; Programs to be run cross-functionally with other departments