Customer Experience Head (NP, Mumbai)

· Customer Experience Strategy:
Develop and implement a comprehensive strategy to enhance the overall experience of pet parents, ensuring they feel understood, supported, and valued throughout their pet’s care journey.

· Team Training & Development:
Train and mentor clinic teams in customer service, communication, and empathy, empowering them to deliver exceptional service and maintain consistent standards across all locations.

· Pet Parent Advocacy:
Act as a liaison between the clinic and pet parents, ensuring their concerns and needs are addressed with compassion. Create channels for feedback and continuously improve service based on input.

· Crisis Communication & Reassurance:
Develop processes for handling sensitive situations when pets are in critical condition, ensuring pet parents receive timely updates and emotional support, reducing anxiety and fostering trust.

· Customer Relationship Management:
Build and maintain strong relationships with pet parents, ensuring long-term loyalty and retention through personalized care and regular follow-ups.

· Service Improvement Initiatives:
Analyze customer feedback, clinic processes, and interactions to identify areas for improvement, implementing new procedures to enhance service quality and the overall pet parent experience.

· Collaborate with Technical Team:
Work closely with veterinarians and clinical staff to ensure seamless communication and coordination between the medical team and pet parents, creating a holistic care environment.

· Brand Alignment:
Ensure that all customer interactions align with Company’s values of empathy, professionalism, and reliability, representing the brand consistently across all touchpoints.

Job Type: Full-time

Pay: ₹2,000,000.00 - ₹3,000,000.00 per year

Application Question(s):

• Do you have degree in any of these streams - Bachelor’s degree in Business, Hospitality, Customer Experience, or a related field.
• Do you like pets? (This role would lead to speaking to pet owners as well)

Education:

• Bachelor's (Preferred)

Work Location: In person