Head - Customer Experience

Fast Growing Ethnic Wear Brand

Head - Customer Experience

Unnati

Company

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Head - Customer Experience

at Fast Growing Ethnic Wear Brand

Agency job

via Unnati

6 - 8 yrs

₹15L - ₹20L / yr

Delhi, Gurugram, Noida

Skills

Customer Relationship Management (CRM)

Customer Service

Customer Retention

customer engagement

Our client is the most sought after traditional Indian outfit manufacturing and exporting company. Their contemporary and stylishly designed clothes are full of unique patterns, matchless embroidery, gorgeous mirror-work and beautiful block prints.

Almost a decade old, it is a venture committed to bring together a varied range of traditional crafts and techniques of dyeing, weaving, printing and hand embroidery. The founders have dedicated their life to promote Indian Block Prints and provide employment and Hand-Embroidery training to women so that numerous underprivileged women can be empowered.

As a Head- Customer Experience, you will be responsible for shaping the overall life cycle for every customer interacting with the brand. You will be expected to drive a customer-first approach across the company, which is also the company’s most important core value. You have to build a competitive advantage for the company pillared on strong customer experience.

What you will do:

Defining the brand voice of the company (i.e., the uniformity in selection of words, the attitude and values of the brand while addressing the target audience over different media) in line with the company vision and in collaboration with the management, marketing & branding teams
Relaying meaningful and empirical customer insights across teams to constantly enhance the company’s customer experience
Driving a passionate, customer-centric culture within the company; partnering cross- functionally and influencing the company’s product roadmap to positively impact customer experience
Training and supporting customer experience team members to deliver best in class service by developing proper standards, policies and procedures
Setting the customer experience team goals and ensuring that it is in line with Company vision
Establishing a consistent, accurate and timely reporting framework on key individual and team metrics
Conceptualizing and rolling out the company’s customer experience roadmap on a quarterly, bi-annual and annual horizon
Ensuring non- recurrence of customer issues by root cause analysis and elimination of key problems/ issues in the customer life cycle
Developing a holistic customer journey and shaping all customer touchpoints: exhibitions, digital and print communication, social media interactions, in order to drive maximize customer satisfaction across all stages of engagement
Taking full ownership of key performance indicators relevant to particular stages of customer engagement
Discussing and handling complex escalations by coordinating with the company’s legal counsel
Identifying the CRM needs of the company and keep making necessary additions to the company’s prowess in terms of software and hardware
Working with HR and Management in hiring new members for the team from time to time
Regular competitive landscape analysis and staying ahead of the curve
Regularly assessing, appraising and training team members and helpng in building organisational capability

Candidate Profile:

What you must have:

Education from Tier 1 B-Schools with 6 to 8 years’ experience
Proven Experience in augmenting customer experience and ratings at a company
Ability to work independently
Prior experience or deep understanding of omni-channel business strategies
Strong Understanding or keen interest in technology/ automation
Strong interpersonal skills
Proven experience in managing teams
Excellent written and spoken communication skills
Hands on experience in managing teams and getting results
Should have worked on integrating a CRM for a company
Strong Analytical abilities and an empirical thought process
Ability and readiness to work and thrive in an ambiguous and constantly changing
environment
Keen interest and prior experience in building systems and processes from the ground up
Deep understanding of business and business metrics
Ability to stretch long hours
Proactive approach to business problems
Candidates with prior marketing experience are preferred
Excellent problem identification and solving abilities
Inquisitive bent of mind
Strategic thinking and the ability to make holistic and well-grounded in reality business plans
Should exhibit strong leadership abilities
Should understand Web Technologies

Defining the brand voice of the company (i.e., the uniformity in selection of words, the attitude and values of the brand while addressing the target audience over different media) in line with the company vision and in collaboration with the management, marketing & branding teams
Relaying meaningful and empirical customer insights across teams to constantly enhance the company’s customer experience
Driving a passionate, customer-centric culture within the company; partnering cross- functionally and influencing the company’s product roadmap to positively impact customer experience
Training and supporting customer experience team members to deliver best in class service by developing proper standards, policies and procedures
Setting the customer experience team goals and ensuring that it is in line with Company vision
Establishing a consistent, accurate and timely reporting framework on key individual and team metrics
Conceptualizing and rolling out the company’s customer experience roadmap on a quarterly, bi-annual and annual horizon
Ensuring non- recurrence of customer issues by root cause analysis and elimination of key problems/ issues in the customer life cycle
Developing a holistic customer journey and shaping all customer touchpoints: exhibitions, digital and print communication, social media interactions, in order to drive maximize customer satisfaction across all stages of engagement
Taking full ownership of key performance indicators relevant to particular stages of customer engagement
Discussing and handling complex escalations by coordinating with the company’s legal counsel
Identifying the CRM needs of the company and keep making necessary additions to the company’s prowess in terms of software and hardware
Working with HR and Management in hiring new members for the team from time to time
Regular competitive landscape analysis and staying ahead of the curve
Regularly assessing, appraising and training team members and helpng in building organisational capability

Candidate Profile:

What you must have:

Education from Tier 1 B-Schools with 6 to 8 years’ experience
Proven Experience in augmenting customer experience and ratings at a company
Ability to work independently
Prior experience or deep understanding of omni-channel business strategies
Strong Understanding or keen interest in technology/ automation
Strong interpersonal skills
Proven experience in managing teams
Excellent written and spoken communication skills
Hands on experience in managing teams and getting results
Should have worked on integrating a CRM for a company
Strong Analytical abilities and an empirical thought process
Ability and readiness to work and thrive in an ambiguous and constantly changing
environment
Keen interest and prior experience in building systems and processes from the ground up
Deep understanding of business and business metrics
Ability to stretch long hours
Proactive approach to business problems
Candidates with prior marketing experience are preferred
Excellent problem identification and solving abilities
Inquisitive bent of mind
Strategic thinking and the ability to make holistic and well-grounded in reality business plans
Should exhibit strong leadership abilities
Should understand Web Technologies

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infographics

Inbound Marketing

Job Title - Content Marketing Manager Experience 3 – 5 years Should be responsible for: • Build and manage a rich content/editorial calendar that attracts a qualified audience to our owned properties (including blog posts, whitepapers, ebooks, reports, webinars, infographics, etc.). • Grow new leads, including marketing-qualified leads, by converting site traffic through calls-to-action, landing pages, and lead generation content (including offers). • Optimize our marketing automation and lead nurturing processes through email, content, and social channels. • Establish closed-loop analytics with sales to understand how our inbound marketing activity turns into customers, and continually refine our process to convert customers. • Build and manage the company’s social media profiles and presence, including Facebook, Twitter, LinkedIn, and additional channels that may be deemed relevant. • Create shareable content appropriate for specific networks to spread both our brand and our content. • Monitor and engage in relevant social discussions about our company, competitors, and/or industry, both from existing leads and customers as well as from brand new audiences. • Drive consistent, relevant traffic and leads from our social network presence. • Explore new ways to engage and identify new social networks to reach our target buyers. • Track, measure, and analyze all initiatives to report on social media ROI. • Create 1–2 free resources each month to drive leads, subscribers, awareness, and/or other important metrics (examples include ebooks, whitepapers, infographics, guides, templates, etc.). • Blog on an ongoing basis to support and promote your offers and to attract site visitors through search, social media, and email subscribers. • Grow our subscriber base by providing them with regular, helpful content that’s aligned with their needs and interests. • Collaborate with designers, product marketers, sales professionals, and external influencers and industry experts to produce relevant content that meets the needs of both key stakeholders and our audience. • Convince others that your creative ideas are worth investing time and effort in. This role is at the core of the marketing team, and others will rely on your work every single day. • Grow our email list organically, not through bought or rented lists. • Manage various email campaigns, including the template designs, calls-to-action, and content used in our email sends. • Segment lists based on behaviors like past email engagement and website interactions (content downloads, site page visits, etc.). • Measure results and optimize the lead nurturing workflows for these segments to convert leads into customers. • Develop documentation and road maps for processes, A/B tests, and promotions that succeed through email. • Creating content customers actually need and want. • Sharing content on the channels used by consumers. • Measuring the results of content marketing campaigns. Your typical duties depend on your role within a team but may include: • Coming up with ideas and creating useful content for clients which also attracts customers. • Developing a campaign that drives traffic, improves customer engagement, leads and sales. • Ensuring all content is on-brand and consistent in terms of style, tone of voice and quality. • Helping to create a marketing strategy which supports and extends marketing initiatives. • Making sure the campaign meets the objectives of the client while remaining within budget. Primarily responsible for Inbound Marketing & Lead Generation. Email Marketing – Product Lifecycle & Customer Success Emailers • Lead Nurturing • Content Marketing – Blog & Landing Pages • Website Content • Social Media • Build Thought Leadership and drive traffic from Quora • Explore Strategic Partnerships • Craft Investor Pitch Decks & Explore Potential Funding Opportunities • Customer Success Stories • Cross Platform Marketing • Events

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