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Director of Customer Success

Director of Customer Success

Benchire

5 - 9 years

0 Lacs

karnataka

Posted:3 weeks ago| Platform: Shine logo

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Skills Required

process optimization business marketing communication interpersonal skills leadership skills analytical skills cx leadership technologydriven insights analytics customer retention campaign management aftersales service excellence team leadership training crossfunctional collaboration customer feedback nps enhancement budget management roi measurement market intelligence innovation b2c customer experience management technology for customer experience analytics customer retention campaigns crm systems customer feedback platforms analytics tools problemsolving abilities

Work Mode

On-site

Job Type

Full Time

Job Description

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.,

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Director of Customer Success