Customer Experience Lead

Summary :

We are seeking an experienced and dynamic professional for the position of Deputy General Manager (DGM) Customer Experience to lead and oversee the customer experience initiatives at JSW One Platforms. The ideal candidate will have a strong background in customer service, process design, digital innovations, and strategic customer experience management. This role will focus on driving customer engagement, improving NPS, managing escalations, and creating a seamless customer journey across multiple touchpoints.

Key Responsibilities:

Customer Experience Strategy:

Lead the customer experience strategy across all business units, ensuring a consistent and positive experience for customers.

Design and implement customer experience policies, including return, refund, and exchange policies in alignment with business needs and regulatory requirements.

Drive the implementation of AI-powered service models, combining human and digital touchpoints to enhance customer interactions.

Process Design & Optimization:

Develop and refine customer service processes for both proactive and reactive scenarios to improve CSAT and NPS scores.

Oversee the design and execution of customer journeys, focusing on various touchpoints including mobile apps, websites, social media, and customer support centers.

Continuously assess and optimize existing processes to improve efficiency, reduce customer effort, and drive customer satisfaction.

Stakeholder Management & Communication:

Work closely with cross-functional teams, including product, sales, and marketing, to ensure customer experience initiatives align with business objectives.

Design and execute communication plans across multiple channels (SMS, email, app notifications, social media) to ensure timely and relevant messaging to customers.

Manage vendor relationships to ensure best-in-class service delivery and resolve any issues impacting customer satisfaction.

Escalation & Complaint Management:

Manage high-level customer escalations, ensuring timely resolution and thorough root cause analysis to prevent recurrence.

Oversee the resolution of critical escalations, including coordination with senior management and technical teams to ensure a quick and effective response.

Innovation & Digital Transformation:

Lead the implementation of digital innovations and tools to enhance customer service, including AI-driven chatbots, automated solutions, and CRM platforms.

Champion the use of data analytics and insights to identify customer pain points and design effective solutions to improve the customer journey.

Customer Retention & Loyalty:

Develop and implement retention strategies, loyalty programs, and initiatives to enhance long-term customer relationships and improve retention rates.

Monitor customer satisfaction metrics (CSAT, NPS, TNPS) and implement improvement strategies based on feedback and performance data.

Leadership & Team Management:

Lead, mentor, and motivate the customer experience team to deliver exceptional service, focusing on training, performance monitoring, and career development.

Foster a culture of continuous improvement and innovation within the team, ensuring alignment with organizational goals and customer-centric values.

Project Management:

Oversee key customer experience projects from inception to completion, ensuring timely delivery, scope alignment, and measurable outcomes.

Work with leadership to define success metrics, milestones, and resources required for project success.

Educational Background & Professional Experience:

• Post-Graduation in Business, Management, or a related field.
• Bachelor’s degree in any discipline (preferably Business Administration, Marketing, or related fields).
• Minimum 12-16 years of experience in customer experience, customer service management, or a related field.
• Proven track record in managing customer service operations, process improvements, and customer satisfaction initiatives.
• Experience in leading large teams, managing escalations, and working cross-functionally with business stakeholders.
• Expertise in designing and implementing digital solutions for customer service, including AI and CRM tools.