Work Exp: Minimum 7 years in customer experience, e-commerce role, with a proven track record of leading a team in Nutrition, pharma, FMCG, or D2C sectors.
Role & Responsibilities:
Strategy & Process Improvement:
- Develop and implement a comprehensive customer experience strategy to reduce friction points, increase satisfaction, and drive customer loyalty.
- Oversee customer interactions across all channels (email, chat, social media, calls, WhatsApp), ensuring a consistent brand voice and experience.
Operations & Logistics Coordination:
- Coordinate closely with the logistics, warehousing, and operations teams to ensure timely and accurate order fulfillment, manage carrier performance, and handle delivery escalations effectively.
- Work closely with Product Category, Tech Support, Operations, and Marketing to resolve systemic issues
- Support campaigns and launches with seamless CX planning and execution.
Revenue Enablement:
- Design and implement processes for cross-selling and upselling during customer support interactions.
- Train the CX team to identify revenue opportunities while maintaining a service-first mindset.
- Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings.
Data Analysis & Insights:
- Monitor key performance indicators (KPIs) such as CSAT, Net Promoter Score (NPS), First Response Time (FRT), and resolution rates.
- Use data to identify root causes of issues and share actionable insights with product, marketing, and supply chain teams to prevent recurrence.
Tooling & Automation:
- Select, implement, and optimize customer support tools and CRM platforms to enhance efficiency, incorporate self-service options (like automated tracking updates), and manage workflows.
Policy & Compliance:
- Design and enforce clear, fair customer service policies (returns, refunds, replacements) that align with legal requirements and brand values.
Qualification: Minimum Graduation.
Desire Candidate Profile:
- Analytical Skills: Strong ability to interpret customer data, identify trends, and make data-driven decisions.
- Communication: Exceptional written and verbal communication skills, with the ability to de-escalate situations and articulate complex issues clearly to stakeholders at all levels.
- E-commerce/Logistics Knowledge: A deep understanding of the e-commerce fulfillment lifecycle, from order placement to delivery, including 3PL (third-party logistics) management and inventory basics.
- Problem-Solving: Excellent problem-solving skills and the ability to drive continuous improvement initiatives.
- Technical Proficiency: Hands-on experience with CRM systems, helpdesk software, and e-commerce platforms (Shopify experience preferred).
