Lead- Customer Experience

Birla Carbon; Bengaluru; On-site; INR 1,600,000 - 2,200,000; Full time

Job summary

Aditya Birla Group seeks a Lead- Customer Experience to head Digital Platforms customer operations in Bengaluru. You will oversee multi-channel support, ensure SLA adherence, and drive first contact resolution while coordinating with Sales, Credit and Supply Chain teams.

The role emphasizes onboarding, adoption of digital tools, SOP governance and continuous improvement to enhance customer experience and service efficiency.

Qualifications

• Senior CX leadership experience
• Multi-channel support management
• Process improvement and KPI monitoring

Responsibilities

• Lead inbound customer support across Calls, Email, WhatsApp and Digital Channels.
• Ensure SLA adherence for enquiries, RFQs and customer requests.
• Drive first contact resolution and timely escalation management.
• Monitor service quality, productivity and customer satisfaction.
• Standardize customer interactions through SOPs and quality audits.
• Publish operational performance dashboards and service metrics.

Job description

At the Aditya Birla Group, our Corporate Vision is aligned and intricately woven with our People Vision.

Lead- Customer Experience

Organization : Digital Platforms

Job Description:

Key Accountabilities & Support Actions

• Lead inbound customer support across Calls, Email, WhatsApp and Digital Channels.
• Ensure SLA adherence for enquiries, RFQs and customer requests.
• Drive first contact resolution and timely escalation management.
• Monitor service quality, productivity and customer satisfaction.
• Standardize customer interactions through SOPs and quality audits.
• Publish operational performance dashboards and service metrics.

2. Customer Onboarding, Digital Adoption & Compliance

• Own end-to-end customer onboarding, KYC verification and customer activation.
• Ensure acceptance of Terms & Conditions before customer activation.
• Drive adoption of Buyer Portal, VAN and Self-Service platforms.
• Educate buyers on digital processes, platform capabilities and SOPs.
• Manage statutory document collection, validation and renewals (KYC, TDS, etc.).
• Improve onboarding turnaround time and digital adoption metrics.

3. Order Governance & Customer Issue Resolution

• Manage maker-checker governance for order processing and approvals & PODs
• Ensure order validation, commercial checks and policy compliance.
• Own buyer disputes, returns, refunds and escalations.
• Drive closure of small receivables through proactive buyer engagement.
• Coordinate with Sales, Category, Credit, Finance and Supply Chain teams for timely issue resolution.
• Improve order Accuracy ( First Time Right)

4. Customer Experience Excellence & Process Improvement

• Capture and analyse Voice of Customer (VOC) feedback.
• Identify customer pain points and implement process improvements.
• Monitor CX KPIs including CSAT, NPS, SLA and Resolution TAT.
• Partner with Product and Technology teams to digitize customer journeys.
• Drive SOP governance, process standardization and audit compliance.
• Lead continuous improvement initiatives to enhance customer experience and operational efficiency.

5. Buyer Lifecycle & Retention Management

• Maintain accurate buyer master data across all business systems.
• Monitor buyer engagement and repeat purchase behaviour.
• Partner with Sales teams to improve buyer retention and loyalty.
• Drive proactive buyer communication and engagement initiatives.
• Analyse customer behaviour and recommend retention strategies.
• Support revenue growth through superior customer experience and service excellence.

6. Team Leadership & Stakeholder Management

• Lead, coach and develop a team of on-rolls and off-rolls associates.
• Set goals and monitor productivity, quality, SLA and operational KPIs.
• Conduct performance reviews, training and capability-building initiatives.
• Manage workforce planning, roster management and vendor performance.
• Collaborate with Sales, Category, Credit, Finance, Supply Chain and Product teams to deliver seamless customer experience.Foster a customer-first, high-performance culture focused on accountability, ownership and continuous improvement.
• Discover more about life at Aditya Birla Group