Customer Experience Director

2 days ago


Kolkata, West Bengal, India beBeeLeadership Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Key Responsibilities:

- Develop a customer-centric strategy to optimize sales channels.

- Align service initiatives with corporate objectives.

- Design, implement, and manage training programs for all sales channels.

- Monitor training effectiveness and adjust content to address customer feedback and operational needs.

- Collaborate with channel managers to ensure consistent service delivery across different sales channels.

- Oversee customer service for high-profile customers.

- Resolve escalated customer issues from sales and support channels.

- Analyze customer feedback from in-store and online channels to drive improvements.

- Champion initiatives that enhance the customer experience, including in-store queue management, service flow, and complaint resolution.

- Support campaigns, promotions, and seasonal events with tailored customer service support and training.

- Ensure service policies adhere to regulatory standards.

- Manage sensitive customer issues, including complaints, returns, and service failures, while protecting brand integrity.


Requirements:
  • Bachelor's degree in Business, Retail Management, Communications, or related field.
  • 7+ years of customer service experience, with at least 3 years in a senior leadership role.
  • Proven experience in developing and delivering training programs for customer service and frontline staff.
  • Excellent leadership, communication, and coaching skills.

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