Chief Customer Officer

3 hours ago

Nagpur, Maharashtra, India beBeeCustomerExperience Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Title: Customer Experience Director

About the Role:

We are seeking an experienced and passionate leader to head our customer service and experience initiatives. This critical role is responsible for ensuring exceptional customer satisfaction and fostering strong, lasting relationships with our user base.

Key Responsibilities:

  • Lead, mentor, and inspire a team of professionals to meet and exceed client expectations regarding service quality and responsiveness.
  • Provide backup support and guidance to the team, ensuring all department goals and KPIs are met efficiently.
  • Monitor call, email, and web-based submission volumes; prioritize and distribute workloads to optimize team efficiency and customer response times.
  • Implement tracking and measurement systems for individual and team performance against short-term daily targets and long-term strategic objectives.
  • Cultivate a positive environment, providing motivational support to team members to drive productivity and engagement.
  • Conduct regular performance reviews, offering coaching and development opportunities to ensure high team performance.
  • Engage with team leaders to gather updates on key performance indicators.

Qualifications & Background:

We require a Master's Degree in Business Administration, Marketing, Communications, or a related field, along with 8-10 years of progressive experience in customer service, customer success, or customer experience leadership roles.

The ideal candidate will possess:

  • Exceptional leadership, coaching, and team development abilities.
  • Strong analytical skills with the ability to track metrics, identify trends, and make data-driven decisions.
  • Excellent verbal and written communication skills, articulating complex issues clearly and concisely.
  • Proven problem-solving skills, especially in resolving technical and complex customer issues.
  • Proficiency with CRM software and customer service platforms.
  • A strong understanding of customer journey mapping and customer experience best practices.

Personal Attributes:

The successful candidate will be highly customer-centric, proactive, adaptable, and able to thrive in a fast-paced environment.

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