- We are a Food-tech Company. Our mission is to provide the best online food delivery experience.
- F&B is an industry where interaction with customers is very frequent and direct.
- We believe that this industry will be defined by the Customer Experience (CX).
- We want to set the benchmark for customer experience so high that people talk about us every time they think of customer experience.
- We are looking for a Rock Star candidate who can rise up to the challenge & lead the organization to build an industry defining Customer Experience.
- As Head of CX, you will be ensuring that customers get the best in class experience in every interaction be it the platforms/products, be it the delivery process & experience, be it the packaging or the categories of food.
- You will be defining what & how things have to be done at every customer touch point.
Your primary responsibilities will include :
- Building & Leading CX Team to give Best in Industry Customer Experience across platforms (Voice, Email, Chat & Social Media)
- Develop overall vision & strategy for CX.
- Coming up with innovative solutions & approaches for problems related to customer touchpoints.
- Building System & Processes with other departments - Logistics, Food & Kitchen, Marketing and Technology to give a seamless experience to customers.
- Be a part of all strategic decisions to ensure that the customers get best food, best product (app & website) and best overall experience in the industry.
- Key stakeholder in all operations processes & overall system design.
- The ideal candidate shall have the following skills & abilities -
- Strong Analytical Skills. Logical & Data Driven.
- Proven Ability in Setting up Processes & Building Teams.
- Extremely Good at Problem Solving. Ability to breakdown problems & issues and arriving at solutions using first principles.
- Excellent Leadership & Communication Skills.
- Keen interest in technology, using latest products & tools to solve problems & increase efficiency.
- Tier I College Alumnus (IIT / IIM / NIT / DU / ISB etc)
- 3-8 Years of Work Experience (Any Experience in Operations & E-Commerce is an added advantage)