Chief Customer Experience Officer

5 days ago

Gurgaon, Haryana, India beBeeCustomerExperience Full time ₹ 1,00,00,000 - ₹ 2,50,00,000

Our organization is dedicated to providing end-to-end digital solutions for customer acquisition, activation, engagement, retention, and loyalty. With domain expertise in the travel and hospitality space, we drive excellence through innovation.

With a team strength of over 600 people, we offer seamless, single-window solutions for our customers via integrated teams spanning Design, Technology, Digital, Support, Contact Centres, and Club Ambassadors.

Our technology stack includes:

  • CRM built on Salesforce and Heroku
  • End-to-end integration managed via MuleSoft
  • Mobile applications developed on the Ionic hybrid platform
  • Omni-channel contact centres integrated with voice, chat, WhatsApp, Facebook Messenger, email, social, web, and SMS

Compliance and statutory audits are ensured through rigorous processes and adherence to the highest standards of information security with ISO 27001, ISO 27701, and SOC2 certifications.

The position requires strategic operational direction to achieve desired business goals and customer delight through close interaction with leadership.

Key Responsibilities include:

  • Create business reviews for clients and internal leadership on a weekly/monthly basis, generating additional process insights, RCAs, and Action Plans to enhance customer experience.
  • Scale end-to-end customer support operations and lead digital transformation initiatives.
  • Implement innovative CX solutions, customer advocacy, delight, and centricity.

Besides building processes, re-engineering, automation, grievance handling, and customer-centric strategies are required. We seek professionals who can drive change and deliver results.

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