Customer Experience Director

3 weeks ago

Noida, Uttar Pradesh, India Jubilant Foodworks Full time

Key Responsibilities

  • Drive customer satisfaction and Net Promoter Score for the brand with insights to operations and marketing for intervention and improvement.
  • Manage bottom quartile performance on key indicators such as concerns, NPS, and other relevant metrics.
  • Lead end-to-end customer issue management and resolution, ensuring guest win-back.
  • Have a good understanding of social media and its impact on the brand.
  • Provide data-driven insights to inform store interventions and periodic developments.
  • Collaborate with marketing, operations, and other cross-functional teams to share guest voice and create qualitative, actionable insights.
  • Develop and drive excellence, communication skills, and the ability to read and present data.
  • Partner management, including reviewing performance, contract management, and invoice processing.
  • Concern management – Owns the concern process from end to end, closing the loop for each case by coordinating with regional and corporate teams, and customers.
  • Guest Services projects – Ensure that guest services projects are implemented and executed on the ground with maximum impact, leveraging digital enablement and tech releases when applicable.
  • Essential Interpersonal Abilities
    • Accountability and ownership – a critical aptitude required to succeed in this role.
    • A quick thinker who can respond to high-demand environments.
    • Ability to deduce learning from exceptions to improve processes.
    • Great at multitasking, stakeholder management, and acting as the voice of the customer within the organization.

Desired Candidate Profile

  • Qualification – MBA/Graduate.
  • Experience – 5-6 years in customer experience roles at a managerial level, complaint handling/management experience in B2C settings, preferably from QSR, telecom, or BFSI backgrounds.

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