Head Customer Experience

Job Description

Position: General Manager / DGM - Customer Experience Department: Corporate Sales Location: Kandivali, Mumbai Reports to: Global CSO Hiring Industry: Candidates from B2B segment only A. Job Objective Ensure a positive and seamless experience throughout the customer journey Liaise with Internal stakeholders within ACG Group to ensure business needs are met. B. Primary responsibilities Understanding Customer behavior: Will gather group wise scores of VOC, CES, Sr. Delegation Visits, to analyze Customer behaviour to understand their needs and preferences. Developing process to improve customer interaction: Working with Group Companies based on the feedback received to develop process to improve the customer experience across all ACG Group companies. Developing customer experience strategies: based on our strength areas and customer feedback, will develop customer experience strategies. Drawing uniform customer experience and One ACG: Will work towards a uniform customer experience across 4 business verticals of ACG by filling the gaps and expanding good practices. Training and Guiding Teams: Training staff in customer service excellence and guide them in adopting a customer-first approach. Feedback: Giving regular feedback to Group Company CEOs and Leadership Teams. Collaborating across the organisation. Will drive collaboration across the leadership of Group Companies and bring uniform practices and processes whenever possible. C. Key Result Areas: Customer Satisfaction (CSAT) Customer Effort Score (CES) D. Key Interfaces: Internal Interfaces: Business Operations Team, Business Sales Team External Interfaces : Customers E. Competency Technical Competency : Customer Centricity, Business Acumen, Stakeholder management, Understanding of Pharma Industry Leadership Competency : Partner, Entrepreneur, Builder, Integrator, Adaptability F. Educational and Experience Requirements: Educational Requirement : MBA Sales / Marketing Professional Experience: At least 15+ years in areas of Sales and Customer Experience in any large B2B organization (B2C candidates not preferred)