Market Head - Customer Experience

Role & responsibilities

Customer Experience

• Oversee the entire customer experience lifecycle and operational efficiency across all sub-functions within the market to ensure seamless service delivery and high customer satisfaction.
• Define, plan, and execute both short-term and long-term goals for the customer experience vertical, ensuring alignment with business strategy and market / project(s) needs

Operational Excellence

• Develop and implement standardized operating procedures (SOPs) and service delivery processes to improve efficiency, benchmark against industry best practices, and align with overall company objectives.
• Identify opportunities for process improvement; lead or participate in Continuous Improvement Projects (CIP) using tools such as LEAN and Six Sigma to optimize workflows and enhance service quality.

Quality Assurance

• Plan and determine call center operational strategies by conducting needs assessments, forecasting call volumes, capacity planning, performance reviews, and setting productivity, quality, and customer service standards.
• Utilize Voice, Email, CRM applications, workforce management tools, quality tools, and other call center software to drive efficient operations and enhance customer interaction quality.
• Manage internal and external compliance audits; implement improvements based on audit findings to drive people and system efficiencies.
• Prepare and execute action plans based on system audits and analyses; manage system/process improvements and quality assurance programs to ensure compliance and operational excellence.
• Maintain and improve customer satisfaction scores and service level agreements across the market.
• Analyze customer satisfaction data and service metrics; prepare and oversee management reports to drive continuous improvement in products and services.
• Document and publish root cause analyses of customer issues; ensure adherence to Service Level Agreements (SLAs) for timely resolution.

Business and People Engagement

• Facilitate effective communication between customers, internal teams, third-party vendors, and management.
• Achieve call center HR objectives by recruiting, onboarding, training, coaching, and managing team performance; handle scheduling, policy enforcement, and employee relations.
• Coordinate retrospection meetings post-project or sprint; document learnings and integrate improvements into future initiatives.
• Drive customer loyalty programs and engagement activities aimed at enhancing customer retention and meeting organizational objectives.
• Provide guidance, coaching, and training to the team members to enhance their skills and effectiveness.
• Monitor receivables and collections and update management on the overall collections.

Preferred candidate profile

• Should have 15+ years of prior experience with well known organizations focusing on customer service and excellence in B2C environment; preferably Real Estate, Telecom, Investment Banking.
• Should have strategic oversight and understanding of a market / project(s) revenue and expenses to maximize profits and ensure financial stability.
• Should have thorough understanding of KPIs for Customer Experience functions.
• Should be able to create collections and risk management environment of a desired quality in terms of established collections guidelines.
• Should possess analytical skills to interpret data and develop actionable strategies.
• Should have proven sales and negotiation skills to support lead conversion efforts.
• Should have proven track record in achieving the turn-around, revenue or retention targets.

Personal Attributes

• Extremely organized and highly motivated.
• Excellent verbal/written communication and presentation skills.
• Strong leadership and team management abilities.
• Goal-oriented with a strong focus on results.
• Ability to work under pressure in a fast-paced environment.
• High level of professionalism and customer-centric attitude.