Senior Customer Experience Strategist

4 days ago

Pune, Maharashtra, India beBeeExcellence Full time ₹ 1,04,000 - ₹ 1,30,878

Customer Experience Lead

As a seasoned customer experience professional, you will play a pivotal role in driving customer satisfaction and loyalty across the region.

  1. Customer Onboarding & Relationship Management
  • Lead the onboarding process to ensure seamless transitions and create exceptional first impressions for customers.
  • Cultivate long-term relationships with internal and external stakeholders, ensuring customer comfort and satisfaction at every touchpoint.
  • Proactively engage with customers at each stage of the lifecycle to foster loyalty and satisfaction.
Customer Advocacy & Crisis Management
  • Manage escalated customer queries and complaints effectively, using crisis management skills to turn challenging situations into positive outcomes.
  • Serve as a strong advocate for customers within the organization, ensuring their needs and concerns are addressed swiftly.
  • Develop and maintain an escalation process for handling complex or high-priority issues.
Process Optimization & Cross-Functional Collaboration
  • Drive continuous improvement in customer service processes, collaborating with cross-functional teams to align internal operations with customer-centric goals.
  • Ensure timely and accurate completion of all customer-related documentation and transactions.
  • Work closely with teams such as Facility Management, Sales, Legal, and Finance to resolve issues and optimize service delivery.
Data Management & System Integration
  • Oversee the maintenance of accurate customer data in CRM and ERP systems, ensuring real-time updates and seamless interactions.
  • Leverage data insights and feedback to drive process improvements and identify areas for customer experience enhancement.
Strategic Leadership & Innovation
  • Develop and implement region-specific strategies that consistently exceed customer expectations and foster loyalty.
  • Lead the culture transformation in the organization, ensuring a customer-first approach across all teams and departments.
  • Continuously analyze and leverage customer feedback, market trends, and best practices to innovate customer service offerings and strategies.

Key Deliverables / KRAs

  1. Improved customer satisfaction and retention metrics across the region.
  2. Swift and effective resolution of customer complaints and escalations.
  3. Seamless cross-departmental collaboration leading to a more cohesive customer service approach.
  4. Accurate and timely documentation, financial resolution, and data management supporting customer engagement.
  5. Implementation of innovative customer service strategies that promote loyalty and advocacy.

Preferred Candidate Profile

  1. 10+ years in a senior customer-facing role, ideally within Real Estate, Hospitality, or other customer-intensive industries.
  2. Proven track record in handling customer experience strategy, issue resolution, and team leadership at a regional level.

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