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Job Summary: Chai Point is the world’s largest Chai – led beverage platform. Powering this revolution are the brewing bots deployed across 3000+ locations across 50+ cities. The Everywhere Business Unit of Chai Point encompasses the entire Brewing Bots business . The National Head – Customer Experience & Operations for the Everywhere Business Unit is responsible for ensuring excellence in Customer Experience across all touch points ranging from the first demo experience to day-to-day operations; consistently improving business efficiency and driving the teams for Revenue & Retention, Training & Activation, Repairs & Maintenance, Spares Management, Workshop management and Collections. The core KRAs include Retention, Revenue and brewing bot uptime. The role involves handling a diverse 450 strong team across corporate and field operations. This team size is set to grow by 15% in the current fiscal with a 65% growth in the overall business. This business unit for Chai Point is a profitable and high growth engine. The business demands a maturity in delivering growth coupled with enhancing existing profitability. Key Responsibilities: Revenue & Retention: Achieving revenue targets for the SMB & Key Accounts segments Ensuring retention of all existing accounts, driving pullout (discontinuation of service) to zero. Improving quarterly NPS scores Tracking and improving per bot revenue Collections: Collection of all due and overdue amounts from SMB and Key Accounts Tracking and reducing DSO for the business Training & Activation: Ensure all sampling (product demo) are executed to Chai Point standards maintaining the target conversion ratio Deployment (product final placement at new customers) to customer’s satisfaction Training for pantry staff of new customers and re-training at defined intervals Repairs & Maintenance: Preventive Maintenance for every bot every month Breakdown Tickets addressed within the defined TAT Execute routine upgrades to the bots Workshop and Spares Management: Own the quality of bots that are being dispatched for deployment Establish and run a refurbishment workshop for bots and spares Tracking inventory availability for spares across all regions Localization and development of spares, reducing cost Cross-functional engagement & COE: Bridge for the business with other functions Own the Beverage Quality COE for the business Engagement with equipment providers for consistently improving the platforms by sharing aggregated feedback Qualifications: Education: Master’s in Business Administration Experience: Minimum of 15 years of experience. Startup experience is a plus Skills: Leadership & Team Management Strategic Planning & Execution Customer Experience Operations Management Cross Functional Collaboration Adaptability & Resilience About Chai Point : The world’s largest Chai-led beverage platform, Chai Point, is an omni channel brand that started in 2011. The Company reaches millions of customers every day through multiple touch points including retail stores, cloud kitchens, corporate offices and institutions, consumer packaged goods, and HORECA (hotels, restaurants, and cafes). myChai™ brewing system is a proprietary Cloud-connected Chai and coffee brewing technology platform that gives Chai Point the capability to brew fresh chai and coffee with consistent quality on a global scale. Chai Point is present in India through its retail network of over 180 stores across 9 major cities and in over 3500 workplace community hubs across 119 cities through its specialised brewing systems. With single origin tea from Assam’s finest estates and 100% single origin Arabica coffee beans from Rainforest Alliance certified estates of Chikmagalur, Karnataka, Chai Point is already serving over 700,000 cups every day. Chai Point is the first company in India to launch environment-friendly heat retaining Chai flasks in 2016 that can keep the chai, coffee hot for up to 2 hours. Chai Point is backed by marquee investors like Eight Roads Ventures (part of Fidelity Investments Inc.), Saama Capital, DSG, Paragon Partners and Kitara Capital. The Company has raised over $50 million in funds till date. Company Culture: We are driven by our brand purpose – “Serve a great cup that brightens lives and brings people together”. As a beverage platform, we have a strong bias for technology. We live with a sports credo. We are here to win and that happens when teams perform well. Collaborative mindset, happy positive attitude and an analytical mindset does wonders for us. Smart but acidic; Performer but a loner ; Great pedigree but disdainful of a collaborative mindset – these are all strict NO for us. We are Passionate & we Innovate every day ; we believe in being Detail Oriented as the difference between mediocrity & excellence is in the attention to details. We are Happy Positive & move forward with a happy spirit and believe that solutions are easier to find when you have a smile on, Team Orientation & Ownership are qualities that have got us this far and will lead the way in making us the most lovable brand, if you think you resonate with what you just read. We are an ideal match!! Chai Point has taken a leadership role in its commitment to social responsibility. Our priority was and is to move towards 100% plastic-free, recyclable usage of consumables. By promoting recycling, fostering green procurement, reducing waste and exceeding regulatory requirements whenever possible, we aim to minimize our impact on the environment. Show more Show less
