Customer Experience

Digital G&B is a diversified conglomerate with robust processes which is the foundation of seamless functioning. With the rapid growth of digital technologies, the Digital function aims to strengthen the digital ecosystem by collaborating with all stakeholders to achieve cost reduction, efficiency, productivity gains & superior customer experience. KRA: Lead the Journey from Insights to Impact Be the Voice of Customer in the Organization Customer Experience Design and Innovation Help Build Organizational Capability on Customer Experience Role Summary: This role will lead initiatives that enhance the overall Customer experience by understanding and mapping the customer journey, identifying critical touchpoints and pain points along the same, and design solutions to deliver connected and consistent experiences across all touchpoints and across BUs. The incumbent needs to collaborate with cross-functional teams to develop and implement solutions that eliminate any friction along the journey and drive customer satisfaction, loyalty, advocacy and Customer’s Lifetime Value. This role requires a deep understanding of consumer behaviour, a passion for driving customer-centric solutions, ability to grasp, design and deliver in both the physical and digital realms, a strong analytical mindset to measure and improve Customer Experience metrics, and the tenacity to see through programs from Vision to Value realization. Job Description: Lead the Journey from Insights to Impact:

• Lead the process of mapping an end-to-end view of Customer Experience, identify points and opportunities to enhance Customer experience and designing solutions and programs to enhance the same
• Convert such programs and initiatives into structured Annual plans and Strategic Roadmaps, that are aligned with Business Goals and our Vision, Mission and Purpose
• Collaborate with Sales, Service, Marketing, Digital and IT teams to drive the above programs
• Ensure programs are conceived and delivered from both Customer experience and Value realisation standpoint.
• Define and monitor key customer experience KPIs, including NPS, CSAT, and customer retention rates.
• Drive initiatives to improve customer satisfaction, loyalty, and lifetime value.

• Create VoC programs, gather customer insights through surveys, feedback channels and direct interactions
• Work with Insights and Analytics teams to achieve actionable and impactful insights that enable Personalisation, drive Customer experience and Revenue
• Advocate for the customer in internal meetings, representing their needs and expectations in Sales, Product, Marketing and service forums.

• Lead initiatives to innovate and design new customer experiences, leveraging technology and best practices
• Develop and pilot new, integrated concepts that enhance the customer journey and drive differentiation in the market, create a competitive advantage

• Provide leadership and guidance to junior team members and customer-facing staff on best practices for delivering exceptional customer experiences
• Develop training materials and programs to enhance customer experience skills across the organization.

• MBA in Marketing - Full Time
• 15 years of experience in Customer management roles, customer experience, customer success, or related roles, preferably in the consumer goods industry.
• Experience of Digital led Customer experience/transformational programs is required.

• Experience in digital customer experience tools and platforms, most notably CRM/Salesforce
• Proven track record of designing and implementing successful customer experience strategies in consumer goods/durables/retail organizations.
• Experience in digital customer experience tools and platforms, most notably CRM/Salesforce

• Leading/collaborating with cross functional teams.
• Strong understanding of consumer behavior.
• Analytical skills with experience in using data and analytics to drive decisions, consumer insights etc.
• Excellent communication and interpersonal skills.
• Program Management skills
• Leadership Skills