Director of Customer Success

The Director of Customer Experience (CX) will be a strategic and results-oriented leader
responsible for orchestrating exceptional customer journeys and maximizing satisfaction for our
B2C customers across India. This role demands a deep understanding of the Indian consumer
market, particularly within the home appliances/retail sector, where product and service quality
are paramount. The ideal candidate will possess a proven ability to implement robust processes,
leverage technology for actionable analytics, and develop impactful customer retention campaigns.
Key Responsibilities:

• Strategic CX Leadership: Develop and execute a comprehensive B2C customer experience
strategy, specifically tailored for the Indian retail market, aligning with business objectives and
growth goals.

• Process Optimization for Quality: Design, implement, and continuously refine customer-centric
processes across all touchpoints, from pre-sales inquiry to installation, after-sales service, and
post-purchase engagement. Ensure these processes uphold the highest standards of product and
service quality that Indian customers expect.

• Technology-Driven Insights & Analytics: Lead the identification, adoption, and utilization of CX
technology solutions (e.g., CRM, analytics platforms, feedback tools) to gather, analyze, and interpret
customer data and behavioral patterns. Translate these insights into actionable strategies for
improving customer satisfaction, loyalty, and business performance.

• Customer Retention Campaign Management: Develop, implement, and manage targeted
customer retention campaigns, leveraging data-driven insights and personalized approaches to
foster long-term customer loyalty and reduce churn in the competitive market.

• After-Sales Service Excellence: Oversee and enhance the entire after-sales service experience,
including installation, maintenance, and complaint resolution, ensuring prompt, efficient, and
quality service that builds customer trust and advocacy.

• Team Leadership & Training: Build, mentor, and inspire a customer-centric team, providing
training and guidance to ensure consistent delivery of exceptional service standards across the
organization.

• Cross-functional Collaboration: Collaborate closely with Sales, Marketing, Product
Development, and Technical Service teams to ensure a seamless and consistent customer
experience across all interactions.

• Customer Feedback & NPS Enhancement: Implement robust feedback mechanisms (surveys,
social media monitoring, reviews) and actively leverage customer feedback to identify pain points,
drive continuous improvement, and maximize Net Promoter Score (NPS).

• Budget Management & ROI Measurement: Manage the CX budget effectively, allocate resources
strategically, and measure the ROI of CX initiatives to demonstrate their impact on customer
satisfaction, loyalty, and overall business success.

• Market Intelligence & Innovation: Stay abreast of industry trends, competitor activities, and
evolving customer expectations within the Indian purifier market. Identify and implement
innovative CX solutions and technologies to maintain a competitive edge.
Qualifications:

• Bachelor's degree in Business, Marketing, or a related field; a Master's degree is a plus.

• Strong experience in B2C customer experience management, particularly within the Indian
retail/home appliances market.

• Proven track record of successfully implementing and optimizing CX processes that improve
customer satisfaction and loyalty.

• Expertise in leveraging technology for customer experience analytics, data interpretation, and
insight generation.

• Experience in developing and executing successful customer retention campaigns.

• Excellent communication, interpersonal, and leadership skills to drive a customer-centric culture.

• Familiarity with CRM systems, customer feedback platforms, and analytics tools.

• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.

• Passion for delivering exceptional customer experiences and a deep understanding of the
importance of service quality in the Indian market.

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