Head – Customer Centricity – Retail/FMCG/FMCD (5-13 yrs)
Head Customer Centricity role with leading MNC for Mumbai location
Job opportunity for Head Customer Centricity role with leading MNC for Mumbai location
SKILLS AND COMPETENCIES :
– Knowledge of customer experience management approaches and methodologies
– Excellent communication (both written and verbal)
– Problem-solving and analytical skills – needs to be adept at interpreting and leveraging data insights for constantly enhancing customer experience
– Interpersonal, networking and influencing skills – including liaising with leaders and business stakeholders to work in sync with the customer centricity strategy
– Ability to understand business objectives and align customer centricity accordingly
– Must be adept on all the tools and technologies that help businesses deliver, manage, measure and improve customer experience
Responsibilities :
– Develop, drive and monitor Customer Experience vision, strategy, road map and execution thereby facilitating necessary capabilities in sustaining cultural change in organization
– Lead Net Promoter Score and Benchmarking Program including end to end operations of designing and sending surveys, driving analytics on customer experience feedback to provide actionable insights to operations team
– Drive patient-centricity efforts globally across all locations. Sustain site-level engagement for patient centricity and drive governance around the functioning of the Patient Awareness Councils at each location
– Redesign site wise experience across touchpoints based on customer journey mapping, conduct call quality reviews, measure and recommend improvement opportunities by benchmarking externally on experience, quality, speed cost and compliance
– Drive process improvement initiatives to help improve customer experience by working closely with all departments
– Conduct customer experience workshops and assist team in understanding and improving key elements of the customer journey including driving change and implementing procedures to improve the experience
– Map, manage and translate the customer journey into a logical sequence by leveraging
