Chief Customer Experience Officer

2 weeks ago

Dombivli, Maharashtra, India beBeeCustomerExperience Full time ₹ 25,00,000 - ₹ 35,00,000

At the heart of our mission is a commitment to excellence in customer service. As we continue to scale up operations, serving over 40 countries and partnering with hundreds of customers and suppliers, we recognize the need for a dedicated professional who can drive customer satisfaction across all touchpoints.

The role of Chief Customer Experience Officer bridges sales, logistics, and operations to ensure seamless execution of orders, timely updates to customers, and proactive support to champion customer satisfaction. This pivotal position acts as the primary point of contact for customers post-sale, coordinating closely with logistics, documentation, and finance teams to resolve queries and issues promptly.

A key aspect of this role is order tracking and communication. Regular shipment updates, delivery timelines, and documentation status are shared with customers, proactively informing them of any delays or deviations, with timely resolutions. Cross-functional collaboration with Sales, Operations, and Supply Chain teams ensures alignment on customer expectations and deliverables, reflecting customer priorities in internal decision-making and processes.

As a champion of customer experience and retention, you will anticipate needs and provide proactive support, conducting post-delivery follow-ups to gather feedback and identify areas of improvement. Process definition and implementation are also critical aspects, designing and implementing scalable processes to enhance the customer experience, creating SOPs and customer playbooks for internal teams to ensure consistent support.

Documentation and compliance are essential functions of this role, ensuring timely and accurate documentation (invoices, B/Ls, COAs, etc.) is shared with customers, collaborating with compliance teams to meet export/import regulations as needed. Issue resolution and audit are also crucial, taking ownership of complaints or escalations, ensuring quick and satisfactory resolution, maintaining logs of recurring issues to identify trends and collaborate on root-cause solutions.

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