ToothSi – Director – Consumer Experience (8-12 yrs)

– Strategically lead and develop a team of Customer Experience Managers to enhance performance by setting clear accountable performance measures.

– Establish policies and procedures that deliver sales numbers, TAT for resolution, on time in time escalation and resolve queries of customers.

– Establish a system which will be able to provide customer service 24-7.

– Increase NPS and strive to improve it month on month.

– Establish a system which will help to avoid repeated complaints, minimize refunds and reduce escalations.

– Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.

– Establish and test new strategies to improve the customer service experience.

– Drive the culture of ‘customer centric mind set and accountability’ across the whole team that reflects in the service delivery on a continuous basis.

– Plan and Recruit for adequate capacity & capability to manage the entire Customer support function.

– Review work done and mentor Team.

– Conduct 1-on-1s with direct reports on a daily basis. Provide constructive feedback on the approach, quality and throughput of the final output of all work done by the reportees

– Ensure training of team members and identify specific / periodic training programs for the team. Groom each person to reach their peak potential