Digital Transformation Leader

4 days ago

bikaner, India beBeeSuccess Full time

About usWe're building a digital ecosystem that powers everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver value to every doorstep every day.Our vision is to redefine what technology can do in this region, and we're looking for a Customer Success Lead who can help us move even faster.You'll play a crucial role in driving major missions forward with a young, aggressive, and talented team.We're seeking an AI-driven leader to transform our customer support capabilities across businesses and drive our next phase of growth in the region.You'll own consumer AI strategy for the group business spanning all customer touchpoints, craft strategies and implement them.In short, you'll embed AI into all aspects of Customer facing channels to develop world-class customer support operations with cutting-edge technology.Key Responsibilities:Leverage data to identify key opportunities in specific domains such as productivity, retention & experience and propose suitable AI tool(s) with measurable impactConceptualize and implement AI powered workflows with an objective to reduce contact rate, reduce handling time and analyze customer sentiment for a tailored resolutionCross-collaborate with different teams mainly technology, product, data engineering, business and commercial and consolidate consumer insights into systems for decision makingDevelop and implement Co-pilot for chat and inbound support, leveraging insights from customer sentiments, pain point, customer profile & knowledge base to craft instantaneous unique responses specifically tailored to solve customer's concernsUse data and summarization of past customer interactions and personalize customer experiences across different channelsUpskill the CS teams to familiarize and actively use AI capabilities including prompt construction and data interpretationPartner with L&D and create relevant courses and playbooksDesign a feedback loop between engineering, CS and product teams to continuously evolve capabilitiesDefine and track key success metrics such as CSAT, Contact Deflection, AI Adoption and Resolution RatesTurn success into stories, how AI helped business in streamlining support and it's cost impactWhat We Need:Bachelor's degree in computer science or MBA from a top tier institute or a professional course in AI from a recognized institution would be an advantage5-8 years of experience in Customer Success, Customer Experience or Digital TransformationProven track record of integrating AI solutions in large/complex organizations with clear outcomesExcellent cross-functional communication – comfortable working with tech and non-tech teamsExcellent in analyzing complex, unorganized and large database and storytellingProven ability to translate business and functional pain-points into clear AI/Tech solutionsBonus - Experience in SaaS, e-commerce, or high-growth tech environmentsWho Will Excel?We're looking for people with high standards, who understand that hard work matters.You need to be relentlessly resourceful and operate with a deep bias for action.We need people with the courage to be fiercely original.Readiness to adapt, pivot, and learn is essential.

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