Customer Experience Head (Nariman Point, Mumbai)

HR Planners and Developers Pvt. Ltd; Mumbai; On-site; INR 5,000,000 - 9,000,000; Full time

Job summary

A leading veterinary care provider in Mumbai is seeking a Customer Experience Head to deliver exceptional support for pet parents. The role involves developing strategies to enhance customer experience, team training, and ensuring compassionate communication during critical situations. Ideal candidates will have over 15 years of experience, with strong skills in communication and empathy. This position offers industry-standard compensation and the opportunity to shape the customer experience in veterinary care.

Qualifications

• 15+ years of experience in customer experience management.
• Experience leading CX initiatives in healthcare or veterinary contexts preferred.

Responsibilities

• Develop and implement customer experience strategy for pet parents.
• Train clinic teams in customer service and empathy.
• Act as a liaison for pet parents and the clinic.
• Handle sensitive situations with effective communication.
• Build and maintain relationships with pet parents.
• Analyze feedback and improve service quality.
• Collaborate with the veterinary team for seamless care.
• Ensure brand alignment in all customer interactions.

Skills

Anticipating issues

Effective communication skills

Influencing skills

Calm personality

Detail-oriented

Empathetic

Job description

Job Title

Customer Experience Head (Nariman Point, Mumbai)

Company

HR Planners and Developers Pvt. Ltd.

Job Description

As the Customer Experience Head, you will be the driving force behind delivering an exceptional and empathetic experience for pet parents. You will work closely with our veterinary team to ensure that our clinics are not only a place for pets to receive the best care but also a space where pet parents feel heard, informed, and comforted throughout their journey. Your role will ensure a smooth, compassionate, and reassuring experience for pet parents, even during stressful or critical situations.

Key Responsibilities

• Customer Experience Strategy: develop and implement a comprehensive strategy to enhance the overall experience of pet parents, ensuring they feel understood, supported, and valued throughout their pet’s care journey.
• Team Training & Development: train and mentor clinic teams in customer service, communication, and empathy, empowering them to deliver exceptional service and maintain consistent standards across all locations.
• Pet Parent Advocacy: act as a liaison between the clinic and pet parents, ensuring their concerns and needs are addressed with compassion. Create channels for feedback and continuously improve service based on input.
• Crisis Communication & Reassurance: develop processes for handling sensitive situations when pets are in critical condition, ensuring pet parents receive timely updates and emotional support, reducing anxiety and fostering trust.
• Customer Relationship Management: build and maintain strong relationships with pet parents, ensuring long-term loyalty and retention through personalized care and regular follow-ups.
• Service Improvement Initiatives: analyze customer feedback, clinic processes, and interactions to identify areas for improvement, implementing new procedures to enhance service quality and the overall pet parent experience.
• Collaborate with Veterinary Team: work closely with veterinarians and clinical staff to ensure seamless communication and coordination between the medical team and pet parents, creating a holistic care environment.
• Brand Alignment: ensure that all customer interactions align with Company’s values of empathy, professionalism, and reliability, representing the brand consistently across all touchpoints.

Qualifications & Experience

15+ years

Desired Skills

• Anticipating issues
• Skillful
• Effective communication skills
• Influencing skills
• Calm personality
• Detail-oriented
• Empathetic

Location

Nariman Point, Mumbai

Compensation & Benefits

As per the industry standard

About the Company

Our client is a trusted and leading chain of veterinary clinics across India, providing exceptional care for pets and ensuring a supportive experience for pet parents. We are expanding our team and seeking a Customer Experience Head who will play a key role in shaping the way we deliver care and comfort to both pets and their families.