Chief Experience Officer (CXO)

Job Title: Chief Experience Officer (CXO)

Company: Gintaa

Employment Type: Full-time

Company Overview:

Gintaa is a fast-growing food-tech platform dedicated to revolutionizing the online food delivery experience. With over 1000 daily orders in Kolkata and expansion plans across multiple cities, Gintaa is committed to delivering seamless, customer-centric solutions that enhance user experience and engagement.

Position Summary:

Gintaa is seeking a highly strategic and customer-obsessed Chief Experience Officer CXO to drive and optimize customer experience across all touchpoints. The CXO will be responsible for enhancing customer satisfaction, streamlining service delivery, and ensuring brand consistency. This role requires a leader who can integrate technology, marketing, and operations to create a seamless and delightful user journey.

Key Responsibilities:

• Customer Experience Strategy: Define and execute a comprehensive CX strategy to enhance customer satisfaction and brand loyalty.
• Omnichannel Experience Management: Ensure consistency and excellence across digital platforms, customer service, and offline interactions.
• Customer Feedback and Insights: Leverage data analytics, surveys, and feedback loops to continuously refine and improve user experience.
• Technology and Innovation: Collaborate with tech teams to integrate AI, automation, and predictive analytics into customer experience solutions.
• Brand and Communication Consistency: Align customer touchpoints with brand messaging, ensuring a cohesive and engaging narrative.
• Operational Excellence: Work with delivery, logistics, and service teams to optimize order fulfillment and minimize friction points.
• Customer Support and Service Excellence: Implement efficient support systems, chatbots, and self-service solutions to improve customer interactions.
• Loyalty and Retention Programs: Develop strategies to enhance customer retention through personalized experiences, rewards, and engagement.
• Cross-Functional Collaboration: Partner with marketing, product, and operations teams to align business goals with customer-centric initiatives.
• KPIs and Performance Measurement: Establish and track key CX metrics, including NPS, CSAT, and retention rates.

Qualifications and Experience:

• Education: MBA or Masters degree in Business Administration, Marketing, or a related field preferred.
• Experience: Minimum 15+ years in customer experience, service excellence, or brand engagement, preferably in food-tech, e-commerce, or startup ecosystems.
• Data-Driven Decision Making: Strong analytical skills with experience in CX metrics, customer segmentation, and behavioral analysis.
• Leadership and Collaboration: Proven ability to lead teams and work cross-functionally to drive customer-focused initiatives.
• Tech-Savvy and AI Integration: Experience in using AI, automation, and digital tools to enhance customer experience.
• Problem-Solving and Innovation: Ability to identify pain points and implement strategic solutions that enhance user engagement.
• Consumer Psychology and Engagement: Strong understanding of customer behavior, trends, and preferences in digital commerce.

Why Join Gintaa?

• Lead the customer experience function of a high-growth food-tech company with national expansion plans.
• Work with a passionate and innovative leadership team driving industry disruption.
• Competitive compensation package, including performance-based incentives.
• Opportunity to redefine and enhance customer experience in the online food delivery industry.