Customer Delight Manager (5-10 yrs)

Leadership & Management : Lead, mentor, and develop the customer service team to achieve high performance and customer satisfaction.

Customer Feedback : Monitor and analyze customer feedback to identify areas for improvement and implement necessary changes.

Performance Metrics : Establish and track key performance indicators (KPIs) to measure the effectiveness of customer service initiatives.

Cross-functional Collaboration : Work closely with other departments such as Marketing, Product, Category teams to ensure a cohesive approach to customer service.

Relay the necessary feedback to the relevant teams & ensure critical aspects of consumer feedback(s) are addressed (includes implementation to execution)

Crisis Management : Handle escalated customer issues and crises with professionalism and efficiency

Training & Development : Design and implement training programs to ensure the team is equipped with the necessary skills and knowledge.

Technology Utilization : Leverage customer service technologies and tools to enhance service delivery and efficiency.

- Implement an overall CSAT mechanism to ensure a healthy top of the mind recall for the brand