Head - Customer Experience

15 hours ago

Chennai, India Saaki, Argus & Averil Consulting Full time

Position : Head Customer Experience Location : Coimbatore Experience : 7–12 years Joining Timeline : Immediate - 45 days About the Role We are looking for a dynamic Customer Experience Head to drive excellence across customer service channels, spanning retail, service, B2B, and education segments. This is a strategic and operational leadership role, responsible for shaping and implementing customer experience initiatives that enhance satisfaction, resolve issues efficiently, and create seamless engagement across all customer touchpoints. Key Responsibilities Customer Experience Strategy · Define the end-to-end customer journey and continuously improve it. · Identify service gaps using journey mapping and customer feedback. · Champion VoC (Voice of Customer), NPS, and CSAT programs. Service Operations & Quality Control · Establish and enforce SOPs for issue handling and escalation. · Set and track service benchmarks like resolution time and first contact success. · Monitor daily operations to ensure SLA compliance. Team Performance & Training · Develop dashboards for real-time productivity and resolution tracking. · Conduct quality audits and root cause analyses on customer complaints. · Launch continuous training programs with assessments. Omnichannel Experience Management · Streamline customer interactions across platforms (Voice, Email, WhatsApp, CRM). · Implement multi-touchpoint ticketing systems with defined TATs. · Ensure a consistent customer experience across verticals. CX Technology & Insights · Lead innovation through automation, AI/ML tools, and sentiment analytics. · Generate monthly insights on trends, feedback, and process gaps. · Recommend data-driven improvements to enhance customer engagement. Escalation & Issue Management · Serve as the central point for escalated concerns. · Ensure effective redressal and long-term solution planning. · Maintain transparency through reporting and preventive action tracking. Success Metrics · Customer Satisfaction (CSAT) and Net Promoter Score (NPS) · First Contact Resolution (FCR) · Escalation Ratio and Response Times · Complaint Closure Rate and Repeat Complaints · Monthly Insights and Team Productivity Dashboards

  • Avp-customer Experience

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    Chennai, India Sutherland Full time

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  • Head Member experience

    2 days ago

    Chennai, Tamil Nadu, India Matrimony Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    AssistedTamil NaduPosted On12 Nov 2025End Date31 Mar 2026Required Experience8 - 14 YearsBasic SectionNew Job Title-No. Of Openings2BANDBand 2GradeLevel 4DesignationAssociate ManagerCampus/Non Campus-Employment Type-Requisition TypeNewEmployee Category-TAT60Closing Date31 Mar 2026OrganisationalCompanyMatrimony.ComBusiness UnitMM-AssistedDepartmentAssistedSub...

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    3 days ago

    Chennai, India Career Brain Full time

    Department : DigitalLocation : ChennaiReports To : Leader - Digital Transformation and Customer Platforms1. Role PurposeThe Head – CRM & Customer Platforms will be responsible for defining, owning, and leadingCustomer Relationship Management (CRM) and Omni-channel ExperiencePlatforms across the customer lifecycle — Purchase → Operate → Grow.The role...

  • Head (CRM & Customer Platforms)

    3 days ago

    Chennai, India Career Brain Full time

    Department : Digital Location : Chennai Reports To : Leader - Digital Transformation and Customer Platforms 1. Role Purpose The Head – CRM & Customer Platforms will be responsible for defining, owning, and leading Customer Relationship Management (CRM) and Omni-channel Experience Platforms across the customer lifecycle — Purchase → Operate → Grow....

  • Head (CRM & Customer Platforms)

    3 days ago

    Chennai, India Career Brain Full time

    Department : Digital Location : Chennai Reports To : Leader - Digital Transformation and Customer Platforms 1. Role Purpose The Head – CRM & Customer Platforms will be responsible for defining, owning, and leading Customer Relationship Management (CRM) and Omni-channel Experience Platforms across the customer lifecycle — Purchase → Operate → Grow....

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    Chennai, India Royal Enfield Full time

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  • Customer Experience

    13 hours ago

    Chennai, India Saaki Argus & Averil Consulting Full time

    About our client A leading NBFC Job Title: Customer Experience: Chief Manager Experience: 10+ years Location: Chennai Qualification: PG must Job Description This position is responsible for managing customer service operations inclusive of conceptualizing & implementing short/long term plans, and managing teams with a focus on excelling business targets &...

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    4 days ago

    Chennai, Tamil Nadu, India Career Brain Full time ₹ 20,00,000 - ₹ 40,00,000 per year

    Department: DigitalLocation: ChennaiReports To: Leader - Digital Transformation and Customer PlatformsRole PurposeThe Head – CRM & Customer Platforms will be responsible for defining, owning, and leadingCustomer Relationship Management (CRM) and Omni-channel ExperiencePlatforms across the customer lifecycle — Purchase → Operate → Grow.The role...

  • Head Member experience

    2 days ago

    Tamil Nadu, Chennai, India, Adyar LB Road Matrimony Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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