Anakin - Customer Experience Lead (10-15 yrs)

Customer Experience - Lead

Job Location - HSR Layout, Bangalore (Work from Office, Mon - Fri)

About Us:

Anakin is a Y-Combinator backed technology company and a competitive pricing intelligence platform for brands and online stores. Anakin sends eCommerce stores and brands the pricing, products and trends data of other similar stores (their competitors) so they can adjust their prices accordingly, fast. We collect web data at scale so that you don't have to. We track and categorize all this data using AI and machine learning.

Role Brief: CX Leadership

The opportunity:

Overview: As a CX Leader, you will be responsible for the end-to-end management of client projects that focus on improving client interactions and solution delivery. This role requires collaboration with cross-functional teams to ensure timely, efficient, and client-centric project outcomes. You will oversee planning, execution, and monitoring of initiatives designed to enhance customer satisfaction and loyalty, while ensuring alignment with business goals.

Responsibilities:

1. Project Management: Lead and manage multiple customer experience projects from initiation to completion, ensuring they are delivered on time, within scope, and within budget.

2. Stakeholder Management: Liaise with internal and external stakeholders, including customers, business units, and third-party vendors, to gather requirements, align on goals, and ensure effective communication throughout the client lifecycle.

3. Customer-Centric Approach: Ensure all initiatives are designed with the customer in mind, creating solutions that enhance overall customer experience and address customer pain points.

4. Risk & Issue Management: Proactively identify potential risks and issues, and develop mitigation strategies to address them, ensuring minimal impact on project delivery, customer satisfaction and revenue losses.

5. Reporting & Analytics: Track project performance, report on progress, and provide regular updates to leadership on key milestones, challenges, and successes.

6. Customer Retention: Ensuring less revenue loss and generating additional revenue through successful handling of change requests and upgrades.

Qualifications & Skills:

- Experience: 10+ years of experience in project or delivery management, preferably in a client experience or client-facing environment.

- Leadership: Strong leadership skills with a proven ability to manage a team of 5-7 members and influence stakeholders at all levels.

- Client-Centric Mindset: Passion for delivering exceptional customer experiences and an understanding of customer journeys.

- Technical Proficiency: SQL & Advance Excel proficiency.

- Problem-Solving: Strong analytical and problem-solving skills, with the ability to manage complex issues and provide innovative solutions.

- Adaptability: Comfortable working in a fast-paced, dynamic environment and adaptable to changing priorities.