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Head of Customer Experience

2 months ago

anand, India Vikram Solar Full time

Job Summary


The Head of Customer Experience (CX) is responsible for designing, implementing, and managing the overall customer experience strategy for our Solar energy business. This role will focus on creating a seamless and exceptional experience for all stakeholders across the customer journey, from initial contact through the entire post-installation phase. The ideal candidate will bring a deep understanding of customer behavior, experience design, and customer-centric culture to drive satisfaction, loyalty, and long-term partnerships within the solar industry.


Key Responsibilities:


1. Develop and Execute CX Strategy:

- Design and implement a comprehensive CX strategy that aligns with business objectives and enhances the overall customer experience across all touchpoints.

- Define and monitor CX metrics (e.g., NPS, CSAT, CES) to assess performance and continuously improve customer satisfaction and loyalty.


2. Optimize the Customer Journey:

- Map the entire B2B customer journey, identifying pain points, opportunities, and areas for improvement to create a seamless and positive experience.

- Collaborate with cross-functional teams (e.g., Sales, Marketing, Operations, and Product) to align customer experience efforts and ensure a cohesive and consistent journey.


3 . Lead Customer Engagement Initiatives:

- Develop and implement customer engagement programs that drive satisfaction, retention, and advocacy.

- Work closely with key account managers to strengthen customer relationships and foster long-term partnerships with key B2B clients.


4. Drive Customer Insights and Feedback:

- Establish and manage feedback loops, including customer surveys, focus groups, and feedback platforms, to gather actionable insights and identify areas for improvement.

- Analyze customer feedback data to understand trends, behaviors, and expectations, and develop strategies to address gaps and enhance the experience.


5. Manage Customer Support and Service Excellence :

- Oversee customer support operations to ensure timely, effective, and high-quality service, handling escalations and resolving complex customer issues as needed.

- Develop service standards, processes, and training programs to empower customer support teams to deliver exceptional service.


6. Leverage Technology and Data:

- Implement and manage CX tools and technologies (e.g., CRM systems, customer feedback tools, analytics platforms) to enhance customer interactions and gain data-driven insights.

- Utilize data analytics to understand customer behavior, preferences, and trends, and inform strategic CX decisions.


7.Foster a Customer-Centric Culture:

- Champion a customer-first mindset across the organization, driving cultural change to prioritize customer experience at all levels.

- Conduct regular training and workshops for teams to understand the importance of CX and their role in delivering it.


8. Monitor Industry Trends and Competitor Practices:

- Stay updated on industry trends, competitor activities, and best practices to ensure the company remains competitive and innovative in delivering exceptional CX.

- Develop and execute strategies to differentiate the company’s CX in the market.


9. Support Digital and Process Transformation:

- Lead digital initiatives that enhance the customer experience, including website optimization, digital portals, and online self-service tools.

- Work closely with internal teams to streamline processes, reduce friction, and improve efficiency across the customer journey.


10. Customer Advocacy and Retention:

- Develop programs to engage and activate customer advocates, leveraging testimonials, case studies, and referrals to build brand credibility and trust.

- Implement strategies to increase customer retention, minimize churn, and foster long-term loyalty among B2B clients.


11. Budget and Resource Management:

- Manage the budget for CX initiatives, ensuring cost-effective use of resources while achieving CX goals and objectives.

- Allocate resources effectively across CX projects and programs to maximize impact and drive continuous improvement.


Qualifications:


- **Education:** Bachelor's degree in Business, Marketing, Engineering, or a related field. A Master's degree or MBA is preferred.

- **Experience:** Minimum of 15+ years of experience in Customer Experience, Customer Success, or related roles, preferably in the solar industry or a B2B environment.

- **Leadership:** Proven experience in leading and managing cross-functional teams, driving a customer-centric culture, and achieving high levels of customer satisfaction.

- **Analytical Skills:** Strong analytical and problem-solving skills with experience in using data and metrics to drive decision-making and improvements.

- **Communication:** Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels of the organization.

- **Project Management:** Demonstrated experience in managing complex projects and driving cross-functional initiatives to achieve business objectives.

- **Tech Savvy:** Familiarity with CX technologies, CRM systems, analytics tools, and digital transformation initiatives.


Key Competencies:

- Customer Focus

- Strategic Thinking

- Leadership and People Management

- Data-Driven Decision Making

- Problem Solving and Innovation

- Excellent Communication and Interpersonal Skills

- Adaptability and Resilience


What We Offer:


- Competitive salary and performance-based incentives

- Opportunities for career growth and professional development

- A dynamic and collaborative work environment

- The chance to make a meaningful impact in the renewable energy sector