Head - Customer Experience - Product

Position: Head - Customer Experience - Product Location: Bangalore About Qrata Qrata matches top talent with global career opportunities from the world's leading digital companies including some of the world's fastest growing start-ups using qrata's talent marketplaces. To sign-up please visit Qrata Talent Sign-Up Client we are Hiring for: It believes the current market for beauty products is under-served in tier-2/3 cities & the consumer experience is sub-optimal with broken purchase journeys. It is is an omni-channel BPC retail platform focussed on building The world of Beauty’ for tier-2/3 markets. The company currently operates with 30+ beauty stores & online App across 7 cities in KA & TN. Company head count is 100+ with mid & senior team members working out of Mysore, Coimbatore & Bangalore offices Current investors include Accel, InfoEdge, IF India & MVP Key Qualification Unshaken self-confidence to build disruptive innovation at scale Key Responsibilities Own key CX metrics (e.g., NPS) to measure the effectiveness of CX initiatives and identify areas for improvement Design and optimize the end-to-end customer journey, from initial interaction to repeat transaction, leveraging customer insights and data-driven decision-making. Strategize & oversee implementation of marketing plan Cross-functional Ideation & Execution with the offline sales & marketing teams on locally oriented customer experience improvement strategies Collaborate cross-functionally with product team on its applications Shape a winning brand strategy with other stakeholders Core team member of senior leadership group Key Requirements 10-12++ years of experience Comfortable working in fast-paced, target driven environment Passionate about building a beauty platform for tier-2/tier-3 markets Leadership Experience Preferred Experience Brand strategy experience (B2C) Brand marketing experience – Handling pan-India strategy for BTL, ATL & In-app communications (B2C) Partnerships & collaborations