• Head - Customer Experience - Consumer Durable Jobs in Gurgaon,India - 23799631

  • Timeous Corporate Solutions Pvt Ltd
  • Save Job
  • 10 - 20 Years
  • Posted : 30 days ago

Job Description:

This role is with our client They are Global Organization which deals in Telecommunication Services, Network Services, Infrastructure, Consumer Durables & Education They are a 25+ years old organization They currently employ 50,000+ employees worldwide It is a 15-billion-dollar MNC Group

Purpose of the Job

- This role partners with the CEO to run an end-to-end customer experience agenda for a large technology organization with a direct impact on business results

- The role is responsible for developing a comprehensive Customer Experience vision and strategy through the entire lifecycle of a customer including field operations, call center operations, complaint management, cross-selling and upselling, reducing customer churn and managing the cost of service This is a national role with the responsibility for driving the agenda through a large team spread across India

- This role will be an advocate for customers and therefore requires creative problem solving and strategic thinking

What will you do?

- Develop a comprehensive Customer Experience vision and strategy for the business

- Collaborate with all functions to integrate and execute the right processes, technology, and people to deliver an optimal customer experience

- A keen planner and implementer with insightful experience in handling operations entailing planning, budgeting, and resource deployment

- Define and manage process and project execution for Customer Experience initiatives

- Understand, synthesize, and communicate customer experience insights and trends for each channel and across channels

- Ensure gain Market share by delivering on-time installation through wide network of 1500 + partners

- Deliver serve to sell targets through upselling through field and telecalling processes

- Deliver service cost as per targets

- The role will be challenged to deliver quality service through large numbers for partner manpower and freelancers

- Improve SLAs for field parameters as well as call centers

- The role involves impacting the cost to serve, market share, customer satisfaction, and revenue via upselling/cross-sell through 20 direct and more than 300 indirect reports

What do you need to have?

- A Bachelors Degree preferably from Good Institute MBA will be an added advantage

- Minimum of 10 years of Customer Experience experience

- Minimum 5 years of Team Handling Experience

- Good Knowledge & Experience with Data, Numbers, and Stats

- Preferred Industries Consumer Durables, Telecom Equipment/Product Company or any B2C Company

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 12th Apr 2020

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