About the Role
The role is responsible for owning and transforming end to end customer experience for Home Centre's Furniture and Household business across omni channel journeys. The position focuses on improving NPS, reducing escalations, and ensuring a consistent, reliable, and damage free experience from order placement to delivery and installation.
Responsibilities
- Customer Experience Strategy and Governance
- CX Vision and Roadmap
- Define the customer experience strategy for Furniture and Household categories across online and offline channels
- Build a multi year roadmap covering delivery experience, installation readiness, communication, and escalation management
- Governance and Standards
- Define CX SOPs, service standards, and resolution frameworks
- Establish clear ownership and governance across supply chain, last mile, installation, and customer care
- Drive leadership cadence and visibility on CX performance
- End to End Customer Journey Ownership
- Order to Delivery Experience
- Own customer experience from order confirmation to delivery and installation completion
- Ensure seamless coordination between DCs, transport, last mile, installation, and service partners
- Experience Consistency
- Ensure consistent experience across cities, DCs, and delivery partners
- Identify and close experience gaps during peak periods and scale up
- NPS, Complaints, and Escalation Management
- NPS Ownership
- Own NPS performance for Furniture and Household categories
- Track promoters, passives, and detractors to identify experience drivers
- Escalation Control
- Own management of customer escalations including leadership and board level escalations
- Reduce repeat escalations through faster resolution and ownership clarity
- Root Cause Analysis
- Drive structured RCA for damages, delays, missed appointments, installation failures, and quality issues
- Translate insights into corrective and preventive actions
- Delivery and Installation Experience Excellence
- Last Mile Experience
- Partner with supply chain and last mile teams to improve on time delivery, first attempt success, and communication
- Improve damage free delivery through better handling, packaging standards, and partner governance
- Installation Readiness
- Ensure installation readiness through correct product condition, parts availability, and technician preparedness
- Reduce re visits and failed installations
- Customer Communication and Transparency
- Proactive Communication
- Drive proactive communication for order status, delivery scheduling, delays, and exceptions
- Reduce inbound customer queries through better visibility and messaging
- Expectation Management
- Ensure realistic promise dates and clear communication at order placement
- Align promise versus execution
- Process Improvement and Digitisation
- CX Process Excellence
- Simplify and standardise CX processes across channels
- Improve resolution TAT and first contact resolution
- Digitisation and Tools
- Partner with IT and product teams to improve CX tools, dashboards, and customer visibility
- Enable real time tracking and exception alerts
- Customer Feedback Integration and Closed Loop Governance
- Feedback Capture and Structuring
- Own structured capture of customer feedback from calls, complaints, escalations, NPS verbatims, and service interactions for Furniture and Household categories
- Classify feedback by journey stage such as order confirmation, delivery, damages, installation, communication gaps, and service behaviour
- Closed Loop Feedback Integration
- Establish a closed loop feedback mechanism to route issues to owning teams including warehouse operations, transportation, last mile delivery, installation, packaging, planning, and customer care
- Define clear ownership, action plans, and closure timelines for each feedback category
- Escalation Driven Improvements
- Analyse repeat complaints and escalations to identify systemic gaps
- Drive corrective and preventive actions with respective departments based on root cause insights
- Operational Feedback Reviews
- Lead weekly and monthly feedback review forums with supply chain, DCs, transport, installation, and customer care teams
- Track effectiveness of actions and reduction in repeat issues
- CX to Operations Translation
- Act as the single point translating customer voice into operational improvements
- Ensure learnings are embedded into SOPs, training, partner SLAs, and performance scorecards
- Leadership Visibility
- Provide consolidated feedback insights and trend analysis to leadership
- Highlight systemic risks and experience improvement opportunities
