Chief Manager - Customer Experience

Ach Management Consultants Pvt. Ltd.
  • Mumbai
  • Confidential
  • 2-7 years
  • Views
  • 19 Jul 2018

  • Customer Service

  • Internet/ ECommerce
Job Description

With a holistic view of consumer interactions and how they lead to an end to end consumer journey map, this role will work to influence stakeholders across the company to deliver seamless, frictionless customer experience. The position will work to promote a consistent consumer-focused experience design process, share relevant consumer insights, deliver and operationalize consumer journey maps as well as design and ensure delivery and analysis of post launch consumer satisfaction and behavior metrics. - Define strategy to obtain customer feedback across the various touchpoints in the customer lifecycle. - Set-up systems and processes to implement measurement of customer feedback across various touchpoints. - Prepare customer journey maps for end to end customer experience for various verticals. - Custodian of customer communication throughout the customer lifecycle journey across products. - Help impact cultural change through educating colleagues on consumer needs and insights, sharing a - day in the life- of target consumers to drive understanding and empathy. - Manage day to day operations of customer feedback collection and dissemination process. - Develop Voice of Customer reports which help individual service functions understand what is working well and what is not working well from a customer point of view. - Improving communications to increase consumer understanding and empowerment, encouraging all colleagues to advocate for consumer needs and reduce pain points, share success stories and impact analyses. - Atleast 2+ years of experience working in Customer Experience function for a B2C company. - Experience in defining and measuring customer experience in corporate with a large consumer base (1 million plus) would be a plus - Demonstrated experience working on cross-functional teams, and with a role of influencer vs decision-maker - MBA from Tier 1 School - Ability to translate strategy into tactical execution through clear objectives, prioritization and assignment of responsibilities. - Excellent written and verbal communication skills, especially with presentation of recommendations and rationale, to achieve consensus and buy-in with all levels of stakeholders. - Strong project management skills - Influencer - Strong Communicator - Customer Advocate


Job Posted By

Sagar S
Senior Research Associate - Sourcing Specialist