End to End ownership of the customer service function- team, processes, call centre, technology, KPIs and budget.
Build deep understanding of the consumer journey, issues and their behaviour when they seek service from the Brand.
Develop dashboards to present, analyse and continuously improve customer service metrics
External benchmarking of innovations and lead automation with new technology upgrades with tech partners
Use Data to be the voice of the consumer within organization to highlight issues to management
Identify opportunities of data integration across platforms (email, whatsapp, website, call and offline stores) to drive a seamless unified service experience for consumers.
Manage directly a team of customer service manager and 10 + agents
Ownership of training of call centre team.
Manage stakeholders across Marketing, Supply chain and Sales functions.
Drive Compliance with legal policies on consumer data privacy
Requirements
Min- 4-8 years of experience in Customer support with any Product based D2C Brand.