Head – Customer Centricity – Retail/FMCG/FMCD (5-13 yrs)

  • Full Time
  • Mumbai
  • Full Time
  • Mumbai

Head Customer Centricity role with leading MNC for Mumbai location

Job opportunity for Head Customer Centricity role with leading MNC for Mumbai location


– 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


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