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

₹10L - ₹15L / yr

Delhi, Gurugram, Noida

Skills

Customer Retention

Customer Service

Business Planning

Business Development

Team Management

Team building

Management Information System (MIS)

Automation

Business Analysis

omnichannels

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 taking full ownership of key performance indicators relevant to particular stages of customer engagement.

What you will do:

Helping in defining Brand Voice of the company
Selecting uniform words, the attitude and values of the brand while addressing the target audience over different media in line with the company vision
Collaborating 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
Influencing the company’s product road map 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
Eliminating key problems/ issues in the customer life cycle.
Developing a holistic customer journey and shaping all customer touch points
maximizing customer satisfaction across all stages of engagement by exhibitions,
digital and print communication, social media interactions
Discussing and handling complex escalations by coordinating with the company’s legal counsel.
Identifying the CRM needs of the company
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.
Analysing regular competitive landscape and staying ahead of the curve.
Assessing, appraising and training regularly team members and help in building organisational capability.

What you need to have:

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/ 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.
Tier 1 B-Schools with 6 to 8 years’ experience.

As a Head - Customer Experience, you will be taking full ownership of key performance indicators relevant to particular stages of customer engagement.

What you will do:

Helping in defining Brand Voice of the company
Selecting uniform words, the attitude and values of the brand while addressing the target audience over different media in line with the company vision
Collaborating 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
Influencing the company’s product road map 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
Eliminating key problems/ issues in the customer life cycle.
Developing a holistic customer journey and shaping all customer touch points
maximizing customer satisfaction across all stages of engagement by exhibitions,
digital and print communication, social media interactions
Discussing and handling complex escalations by coordinating with the company’s legal counsel.
Identifying the CRM needs of the company
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.
Analysing regular competitive landscape and staying ahead of the curve.
Assessing, appraising and training regularly team members and help in building organisational capability.

What you need to have:

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/ 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.
Tier 1 B-Schools with 6 to 8 years’ experience.

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DQ India

https://www.dqindia.com/remote-employee-platform-wishup-secures-1-million-funding-orios-venture-partners/">https://www.dqindia.com/remote-employee-platform-wishup-secures-1-million-funding-orios-venture-partners/

Come, join us on our journey to provide jobs to a million people by 2026

Who We Are?

Wishup is India's leading remote employee platform, helping US-based businesses in building highly efficient remote teams. Founded in the year 2015 by IITM & IIMA alumni and

What’s in it for you?

- International exposure: You’ll get to interact and build relationships with the smartest global founders and CXOs working on cutting-edge ideas

- Great Pay + high bonuses

- Be part of a 100x growth story - Wishup.co has grown 10x in the last 18 months

- High growth potential & impact - an early stage in Wishup’s journey

- Work from home (or anywhere), forever!

What are we looking for?

- Prior experience in Inside Sales / Business Development in the US market

- Prior experience in lead generation for Enterprise accounts

- Expertise in email reach-outs
- Proven record in overshooting the sales target
- Impeccable written & spoken English

Work Responsibilities

Identifying, qualifying, and prospecting enterprise business leads in the US market using outbound calling, email marketing, social media, and other relevant marketing channels
Building and managing outbound business development pipeline
Classifying hot, warm, and cold leads and taking the necessary steps to convert hot leads and nurture warm and cold leads
Ability to convert leads into business
Interacting and building relationships with the smartest global founders who are working on cutting-edge ideas

Job Prerequisites (to be verified during the interview process)

- High-speed internet connection

- Laptop with integrated camera & a pair of headphones

- Quiet workspace

WORK SHIFT

Mon-Fri, 6:30 p.m. - 3:30 a.m. IST

Mon-Fri, 9:30 p.m. - 6:30 a.m. IST

Company Reviews

https://www.glassdoor.co.in/Reviews/Wishup-Reviews-E1511572.htm?filter.iso3Language=eng">https://www.glassdoor.co.in/Reviews/Wishup-Reviews-E1511572.htm?filter.iso3Language=eng

Social Media Links

LinkedIn - https://www.linkedin.com/company/wishup-services/">https://www.linkedin.com/company/wishup-services/

Facebook - https://www.facebook.com/wishupnow/">https://www.facebook.com/wishupnow/

Twitter - https://twitter.com/wishupnow">https://twitter.com/wishupnow

Instagram - https://www.instagram.com/wishupnow/">https://www.instagram.com/wishupnow/

Training at Wishup

https://www.youtube.com/watch?v=6Uolgas0Uj4

Life at Wishup

https://www.youtube.com/watch?v=qHPMod_jzmA">https://www.youtube.com/watch?v=qHPMod_jzmA

Your Story

https://yourstory.com/2021/08/funding-employee-platform-startup-wishup-raise-1m-orios-ventures/amp">https://yourstory.com/2021/08/funding-employee-platform-startup-wishup-raise-1m-orios-ventures/amp

Tech Plus

DQ India

Graphic Designer

at netmedscom

3 recruiters

Posted by Vijay Hemnath

Chennai

3 - 8 yrs

₹4L - ₹7L / yr

Graphic Designing

Graphic Designer

User Experience (UX) Design

HTML/CSS

Adobe Photoshop

+1 more

We are looking for a dynamic Social Media Designer to be responsible for designing and posting original content on online platforms. The responsibilities of a Social Media Designer include posting content on social media, designing graphic material, and attracting consumers via social media.

To be successful as a Social Media Designer, you should be highly motivated, creative, and possess solid knowledge of marketing competencies. Ultimately, a top-notch Social Media Designer should be computer literate, highly organized, and able to work with little direction.