National Head - Customer Experience & Operations

As the National Head of Customer Experience & Operations for the Everywhere Business Unit at Chai Point, you will play a crucial role in ensuring excellence in customer experience across all touch points. Your responsibilities will include driving revenue and retention, overseeing training and activation, managing repairs and maintenance, handling collections, and engaging in cross-functional collaboration. With a focus on achieving revenue targets, improving NPS scores, reducing DSO, and enhancing per bot revenue, you will lead a diverse team of 450 members across corporate and field operations. Your strategic planning, leadership, and operational management skills will be essential in driving the growth and profitability of the business unit. Key Responsibilities: Revenue & Retention: - Achieve revenue targets for SMB & Key Accounts segments - Ensure retention of all existing accounts and minimize pullout - Improve quarterly NPS scores and track per bot revenue Collections: - Collect due and overdue amounts from SMB and Key Accounts - Track and reduce DSO for the business Training & Activation: - Execute product demos to Chai Point standards - Deploy products to customer satisfaction - Provide training for pantry staff of new customers Repairs & Maintenance: - Perform preventive maintenance for every bot monthly - Address breakdown tickets within defined TAT - Conduct routine upgrades to the bots Workshop and Spares Management: - Ensure quality of bots dispatched for deployment - Establish a refurbishment workshop for bots and spares - Track inventory availability for spares and reduce costs Cross-functional engagement & COE: - Serve as a bridge with other functions - Own the Beverage Quality COE - Engage with equipment providers to improve platforms Qualifications: Education: Masters in Business Administration Experience: Minimum of 15 years, startup experience is a plus Skills: - Leadership & Team Management - Strategic Planning & Execution - Customer Experience - Operations Management - Cross Functional Collaboration - Adaptability & Resilience About Chai Point: Chai Point is the world's largest Chai-led beverage platform, serving customers through multiple touch points including retail stores, cloud kitchens, corporate offices, and more. With a focus on quality and innovation, Chai Point is committed to serving a great cup that brightens lives and brings people together. Backed by marquee investors, the company has raised over $50 million in funds and continues to expand its presence across India. Company Culture: At Chai Point, we are driven by our brand purpose and have a strong bias for technology. We value collaboration, a positive attitude, and an analytical mindset. We believe in innovation, attention to detail, and team orientation. Our commitment to social responsibility guides our efforts towards sustainability and environmental impact. If you are passionate, detail-oriented, and a team player who resonates with our values, we invite you to join us on our mission to become the most lovable brand in the industry.,