Senior Customer Experience Lead

14 hours ago

Bengaluru, Karnataka, India beBeeCustomerExperience Full time ₹ 1,29,76,000 - ₹ 2,11,44,000
About this role

We are seeking a seasoned Senior Customer Experience Lead to drive customer experience and operational efficiency in key transactional areas.

Key Responsibilities:
  • Lead a high-performing team to maintain exceptional engagement levels
  • Mange complex customer service operations, focusing on order management, quotations, master data, and administrative processes
  • Recruit, direct, mentor, and encourage team leads, supervisors, and team members to support business objectives
  • Set clear goals for employees to ensure work prioritization
  • Contribute as a senior leader in developing operating plans and driving process improvement, automation, and efficiency projects
  • Track and improve Key Performance Indicators, particularly focusing on driving customer allegiance score (CAS)
  • Engage in regional integration initiatives to build scalable solutions for future growth
  • Manage key partner expectations and support issue resolution activities
  • Maintain relevant SLAs with key partners
  • Establish and uphold positive relationships with regional commercial and supporting functional teams
  • Participate in setting strategy and actions to achieve business goals and targets
Requirements
  • 5 years of demonstrated expertise in managing individuals and taking the lead in a customer service setting
  • Bachelor's degree or equivalent experience from a college or university
  • Proficiency in English, both written and verbal
  • Additional European language skills are an advantage
  • Proficient knowledge of service and customer service procedures within matrix organizations
  • Excellent communication and relationship-building skills
  • Ability to plan work and operate with a high degree of autonomy
  • Strong cross-functional collaborator and One Team problem solver
  • Proven track record of influencing senior levels and mentoring experience
  • Strong interpersonal and organizational skills
  • Demonstrated ability to meet balanced business objectives, including employee, customer, and financial goals

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