Zee Entertainment - Director - Customer Delight

KEY RESPONSIBILITIES

A process excellence leader who can drive customer experience across categories (AVOD, SVOD, Music & News) on ZEES plat form. The objective of this role is to build a centralized function to deliver delightful consumer and experience that yield competitive advantage and move the company forward.

- Identify, prioritize, and fix areas of improvement across the consumer journey and improve new consumer experience (NPS/CSAT) and retention.

- Incumbent would also be focusing on identifying the needs of customers that are new-to-ZEES and build solutions to address those needs, improving app ratings & reviews score.

- Establishing and reviewing customer delight across all channels (B2B/B2C), touch points and translate them into a comprehensive strategic plan for long term value.

- Analyzing customer experiences across online and offline channels, devices, and relevant touchpoints.

- Leading and improving Contact Center metrices & SOPs to enhance the consumer experience.

- Driving Automation to bring efficiencies in the processes and response time.

- Launching, monitoring, and optimizing new capabilities for consumer touchpoints (email, social, live chat, chat bot).

- Maintenance & Improvement of CRM system to improve consumer centricity with user management.

- Identify and resolve business problems which have high impact on consumer experience by providing innovative solution and excellent execution.

BASIC QUALIFICATIONS

- 8-10 years' experience in driving and improving consumer delight in online eCommerce organizations or a Digital entertainment set up.

- Excellent problem solving, critical thinking, and communication skills.

- Highly customer obsessed thinking with deep understanding of consumer needs and aspirations.

- Extensive project management & organization skills including conceptualization, brainstorming, driving cross-team alignment, managing deadlines and objectives, delivering analyses, managing learnings library and recommendations/next steps.

- Should be an effective communicator with strong relationship management skills with the capability to relate to people at any level of business/management.

- Proven ability to handle various conflicting priorities and creates a culture of going above and beyond.