Head Customer Life Cycle

We are looking for a strategic and results-driven Head of Customer Experience with specialized expertise in Retention, Escalation Management, and Quality Auditing to lead our customer experience initiatives. This role will focus on developing and implementing strategies to enhance customer retention, resolve escalated issues, and ensure quality standards are maintained across all customer touchpoints.

Develop and execute retention strategies designed to minimize churn, improve customer loyalty, and increase lifetime value.

Take ownership of customer escalations, ensuring that complex or high-priority issues are resolved promptly, with a focus on customer satisfaction and long-term loyalty.

Lead the quality audit program for customer interactions across all channels (phone, email, chat, etc.) to ensure compliance with service standards and brand guidelines.

Define and implement quality assurance metrics to monitor customer service interactions and ensure that each touchpoint meets the highest standards of service excellence.