Head - Customer Experience
About The Role & Key Job Responsibilities :
- This would comprise all customer touch points including D2C platforms, aggregator platforms, pre-order, in-order and post-order services and support.
- Develop processes and practices that lead to various Rebel brands (such as Faasos, Behrouz Biryani, Ovenstory Pizza, Sweet Truth) being known as the most customer-centric food brands nationally and globally and help them directly stand out from other QSRs or Cloud Kitchen Networks
- Continue building the best-in-class Customer Support Function that currently comprises a three-tiered in-house customer delight team of 110+ members including verticals such as Customer Support Operations, Training & Quality & Business Analytics.
- Work closely with the tech/product team and software vendor partners to automate customer-experience/customer-service workflows that lead to providing the fastest support and the most delightful experience to customers at the lowest possible cost (Ex: Chatbot, Response Automations, Service Customizations)
- Build DNA of Customer 1st thinking and drive this Rebel Value amongst all Functions/ Departments/ Employees as a Change advocate and Champion.
- Guide the entire organization to become truly customer-centric by developing and executing training programs for all employees (across all functions) which ensures complete alignment on customer obsessiveness across the company and help construct a customer-first culture in thoughts and actions
- Own the contacts reduction charter for Rebel Foods across all geographies and ensure a rigorous drumbeat on the program charter
- People who possess previous experience of 6-8+ years running core CX charters at customer-centric D2C organization preferably in E-commerce and allied industries that includes direct experience in managing in-house/outsourced contact centers / Core Consulting organization - with CX experience .
- Individuals who are highly customer-obsessed, empathetic to customer issues and are passionate about creating a truly delightful experience for customers
- People who have a fail-fast attitude and can manage multiple pilots/trials in order to build out exceptional systems, processes and support services for our customers.
- Proven demonstrated experience of improving CX by working with cross-functional teams such as Product, Technology, Operations, Growth & Brands.
PREFERRED SKILLS :
- Tactfully managing anecdotes without getting blinded by the averages. Proactively engaging in problem solving
- Having a strong backbone to stand up for the customer even if there are conflicting business priorities
- Supreme articulation and convincing skills - ability to influence without authority
- Influence all decisions within the organization to be customer first. Jumping in & getting things done
- Ability to participate in and lead cross functional team - collaboration over cohesion
- Demonstrated experience in structured problem solving using 6 sigma or other methodologies
PREFERRED QUALIFICATIONS :
- Demonstrated experience on program/project management preferably in Operations domain
- Bachelor's degree in engineering or commerce
- MBA or Masters Degree in marketing, operations or general management
- 6-12 years of experience in consulting or E-commerce
- Experience working in a customer contact reduction or defect reduction capacity.
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