Vice President Customer Experience Internet/online (7 18 Yrs)
Job Description
Scrabble is mandated to hire a \'VP- Customer Experience\' for a dynamic, fast-growing D2C brand.
:
1) Develop and execute the company\'s customer experience strategy, ensuring it aligns with the company\'s overall business objectives.
2) Build, lead and mentor a team of CX professionals, driving a culture of customer obsession throughout the organization.
3) Develop and implement customer service standards, policies and procedures to ensure consistent and exceptional service across all touchpoints.
4) Define and manage key customer experience metrics, including customer satisfaction, Net Promoter Score (NPS), and customer lifetime value (CLV).
5) Partner with cross-functional teams, including marketing, product, technology, operations and sales to optimize the customer journey and drive business growth.
6) Conduct market research and analysis to understand customer needs, preferences and behaviors, and identify opportunities for innovation and differentiation.
7) Design and implement customer feedback loops to drive continuous improvement and innovation.
8) Manage vendor relationships and partnerships to ensure best-in-class customer experience services and technologies.
Education : MBA/PGDM Preferred
IIM Jobs
MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
Job Detail
-
Job IdJD3164116
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationMumbai, Maharashtra, India
-
EducationNot mentioned
-
ExperienceYear