Director of Retail Experience

4 days ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Opportunity

Are you an expert in customer experience and retail operations? Do you have a passion for delivering exceptional service to Indian consumers?

Role Description:

The ideal candidate will possess a deep understanding of the Indian consumer market, particularly within the home appliances/retail sector, where product and service quality are paramount.

  • Develop and execute a comprehensive B2C customer experience strategy, specifically tailored for the Indian retail market, aligning with business objectives and growth goals.
  • Design, implement, and continuously refine customer-centric processes across all touchpoints, from pre-sales inquiry to installation, after-sales service, and post-purchase engagement. Ensure these processes uphold the highest standards of product and service quality that Indian customers expect.
  • Lead the identification, adoption, and utilization of CX technology solutions (e.g., CRM, analytics platforms, feedback tools) to gather, analyze, and interpret customer data and behavioral patterns. Translate these insights into actionable strategies for improving customer satisfaction, loyalty, and business performance.
  • Develop, implement, and manage targeted customer retention campaigns, leveraging data-driven insights and personalized approaches to foster long-term customer loyalty and reduce churn in the competitive market.
  • Oversee and enhance the entire after-sales service experience, including installation, maintenance, and complaint resolution, ensuring prompt, efficient, and quality service that builds customer trust and advocacy.
  • Build, mentor, and inspire a customer-centric team, providing training and guidance to ensure consistent delivery of exceptional service standards across the organization.
  • Collaborate closely with Sales, Marketing, Product Development, and Technical Service teams to ensure a seamless and consistent customer experience across all interactions.
  • Implement robust feedback mechanisms (surveys, social media monitoring, reviews) and actively leverage customer feedback to identify pain points, drive continuous improvement, and maximize Net Promoter Score (NPS).

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