Head – Customer Experience/Retention – Internet/Online (10-20 yrs)

Job Description:-

– To improve retention and reduce attrition.

– Work with and lead inbound and outbound customer facing teams to reduce customer churn. Includes call centre, field teams, sales teams, operations teams across the org.

– Install and improve processes internally and externally

– Proactive activation working on early warning triggers

– Create and execute to a strategy for improved customer retention and NPS actionables correlated to retention

– Introduce and leverage technology; install a predictive customer retention and risk-scoring model

Key Requirements:-

– 10+ years experience in leading customer-facing organizations. B2B/ B2C/ SaaS preferred. Ideally combined background of post-sale and sales experience

– Strong empathy for customers AND passion for revenue and growth

– Analytical and process-oriented mindset

– Demonstrated desire for continuous learning and improvement

– Enthusiastic and creative leader with the ability to inspire others

– Excellent communication and presentation skills

– Relevant Bachelor’s degree; preference for computer science or related degrees