Zoomcar.com – Head – Customer Experience (11-15 yrs)

Key Responsibilities:-

– Drive strategic initiatives centered on Customer Experience, operational efficiencies, proactive escalation management by collaborating with stakeholders like Logistics, Product, Customer Experience and Strategy.

– Driving customer experience ensuring implementation of customer friendly processes leading to higher NPS, CES CSAT across all experience zones.

– Enhancing App/web experience to ensure higher conversion at platform. Continuous bench-marking of social sentiments and improvement of platform experience to enhance repeat buyers.

– Customer engagement at all touch points leading to a Customer Delight.

– Drive Compliance Management through continuous Training, Learning managing Quality parameters.

– Should have managed teams of 250 plus which will include CCA, Team leaders, Asst Managers Managers.

– Would prefer to hire from E Commerce background who have an experience of growing from a Start Up to a prominent player in the industry.