5.0 - 9.0 years

0 Lacs

karnataka

On-site

The Director of Customer Experience (CX) role is a strategic and results-oriented leadership position responsible for enhancing customer journeys and maximizing satisfaction for B2C customers across India, specifically in the home appliances/retail sector. To excel in this role, you need a profound understanding of the Indian consumer market. Your focus will be on maintaining high-quality products and services. Your key responsibilities include developing and executing a tailored customer experience strategy, optimizing customer-centric processes, utilizing technology for actionable analytics, managing customer retention campaigns, ensuring excellence in after-sales service, leading and training a customer-centric team, collaborating cross-functionally, enhancing NPS, managing the CX budget efficiently, staying updated on industry trends, and driving innovation in CX solutions. To qualify for this role, you should hold a Bachelor's degree in Business, Marketing, or a related field (a Master's degree is a plus). You must have significant experience in B2C customer experience management within the Indian retail/home appliances market, a proven track record of optimizing CX processes, expertise in technology-driven customer analytics, successful customer retention campaign management, strong communication and leadership skills, familiarity with CRM systems and analytics tools, analytical problem-solving abilities, and a passion for delivering exceptional customer experiences.,

Posted 3 weeks ago

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