Chief Customer Experience Officer

16 hours ago

Nagpur, Maharashtra, India beBeeCustomerExperience Full time ₹ 9,00,000 - ₹ 11,00,000

Job Summary

This is a highly experienced and passionate leadership role responsible for ensuring exceptional customer satisfaction and fostering strong, lasting relationships with our user base.

About the Position

We are seeking a dynamic and skilled leader to lead our customer service and experience initiatives. The ideal candidate will have minimum 8-10 years of relevant experience and a Master's Degree in Business Administration, Marketing, Communications, or a related field.

Key Responsibilities

  • Lead, mentor, and inspire the customer service team to consistently meet and exceed client expectations regarding service quality and responsiveness.
  • Provide essential backup support and guidance to the team, ensuring all department goals and KPIs are met efficiently.
  • Strategically monitor call, email, and web-based submission volumes; effectively prioritize and distribute workloads to optimize team efficiency and customer response times.
  • Implement robust tracking and measurement systems for individual and team performance against short-term daily targets and long-term strategic objectives.
  • Cultivate a positive and high-morale environment, providing motivational support to team members to drive productivity and engagement.
  • Conduct regular performance reviews, offering constructive coaching and development opportunities to ensure the team operates at the highest levels of performance.
  • Engage daily with team leaders to gather updates on call quantity, quality, and overall team performance.
  • Oversee and, when necessary, directly assist with incoming customer calls, emails, and web-based submissions, providing expert guidance and resolution.
  • Proactively identify and implement solutions to technical issues related to communication platforms, feedback mechanisms, and customer query management.
  • Report directly to senior management, providing regular updates, strategic insights, and suggestions for continuous improvement in customer experience.
  • Collaborate cross-functionally with other departments to ensure a cohesive and customer-centric approach across the organization.

Requirements

  • Minimum 8-10 years of progressive experience in customer service, customer success, or customer experience leadership roles.
  • Prior experience within the gaming industry is highly preferred.
  • Demonstrated success in managing and scaling customer-facing teams.
  • 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, with the ability to articulate 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.
  • Highly customer-centric with a passion for delivering outstanding service.
  • Proactive, adaptable, and able to thrive in a fast-paced environment.
  • Strong interpersonal skills and a collaborative mindset.

Contact Information

Zehn Solutions

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