Head of Customer Experience

Michael Page; Bengaluru Urban; On-site; INR 2,000,000 - 3,000,000; Full time

Benefits offered by this job

Inclusive company culture

Professional growth opportunities

Job summary

Michael Page is seeking a Head of Customer Experience in Bengaluru, India, to develop strategies that enhance customer satisfaction and loyalty. You will lead growth initiatives in the watches segment and drive cross-functional collaboration to improve service delivery.

The ideal candidate will have an MBA and over 11 years of experience in customer experience, demonstrating expertise in the retail industry. This role offers a supportive culture that promotes professional growth and innovation.

Qualifications

• 11+ years of experience in Customer experience.
• Proven expertise in customer service and growth strategies.
• Experience in leading cross-functional teams.

Responsibilities

• Develop and implement customer experience strategies.
• Lead initiatives to drive growth in the watches business segment.
• Collaborate with cross-functional teams to optimize service delivery.

Skills

Customer experience expertise

Leadership of cross-functional teams

Analytical skills

Education

MBA preferred

Job description

• Inclusive and supportive company culture that promotes professional growth.
• Opportunity to lead CX in an org with a strong presence in the retail industry.

About Our Client

The hiring company is one of the largest in the retail and fashion sector, known for its specialization in high-quality products and a strong market presence. The company values a results-oriented approach and a commitment to excellence in customer service.

Job Description

• Develop and implement customer experience strategies to enhance satisfaction and loyalty.
• Lead initiatives to drive growth in the watches business segment within the retail and fashion industry.
• Collaborate with cross-functional teams to optimize customer touchpoints and service delivery.
• Monitor customer feedback and insights to inform decision-making and strategy adjustments.
• Oversee the development of innovative solutions to improve customer engagement.
• Ensure alignment of customer service practices with the company's brand values and goals.
• Analyze market trends to identify opportunities for growth and differentiation in the Bangalore market.
• Build an omni-channel marketing playbook for the organisation.

The Successful Applicant

A successful Head Customer Experience should have:

• MBA preferred
• 11+ years of experience in Customer experience.
• Proven expertise in customer service and growth strategies within the retail or fashion industry.
• Experience in leading cross-functional teams and driving business results.
• Excellent analytical skills to interpret customer data and market trends.
• Must have led a transformational journey for the organisation.

What's on Offer

• Opportunity to lead and innovate within the business segment in India.
• Inclusive and supportive company culture that promotes professional growth.
• Opportunity to lead CX in a large organization with a strong presence in the retail and fashion industry.