LetsBeco - Lead - Customer Delight

3 weeks ago

Mumbai, India Beco Full time

What Will You Do At Beco :- Build and run a strong customer delight strategy to improve satisfaction, repeat purchases, and word-of-mouth, while also identifying upsell opportunities.- Manage the entire post-sales journey - from handling order-related queries and returns to resolving escalations quickly and empathetically.- Set up smooth support, and communication processes to help customers understand and use our products better.- Monitor and follow up on cart drop-offs, return patterns, and delivery issues to reduce friction and improve conversion.- Build customer relationships by staying proactive - track customer health, identify red flags early, and solve issues before they escalate.- Lead and support the customer support team - provide guidance, improve response quality, and build a customer-first culture.- Use data from tickets, feedback, and behavior to spot patterns, reduce complaints, and suggest fixes for operations or product gaps.- Regularly share customer experience insights and key metrics (like NPS, resolution time, satisfaction score) with internal teams.Key Requirements: -5+ years of experience in customer success, account management, or related fields, with at least 3 years in managing a team.- Proven track record of improving customer satisfaction, retention, and lifetime value.- Strong experience in building and scaling customer success teams.- Excellent interpersonal and communication skills, with the ability to build relationships at all levels.- Strong problem-solving skills and a customer-first mindset.- Proficiency in CRM software, customer success platforms, and data analytics tools.- Experience working cross-functionally with product, sales, and marketing teams.Key Performance Indicators (KPIs):- Customer satisfaction scores (CSAT, NPS)- Customer retention and churn rates- Customer lifetime value (CLV)- Upsell and cross-sell success rates- Onboarding time and customer adoption rates- Response and resolution time for customer issues (ref:iimjobs.com)

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