We are seeking a visionary and experienced Head of Customer Experience (CX)of Konvy International to lead our team in creating exceptional customer experiences across all touchpoints. As the Head of CX, you will play a pivotal role in shaping our company's customer-centric culture and driving continuous improvement in customer satisfaction and loyalty.
Responsibilities:
Oversee the Customer Service team.
- Provide strategic leadership to the Customer Service team, ensuring a high-performing, customer-focused team.
- Collaborate with the Customer Service Manager to develop and implement effective customer service strategies, policies, and procedures.
- Monitor and analyze customer service metrics, identifying areas for improvement and implementing corrective actions.
- Foster a positive and supportive work environment for the Customer Service team, promoting continuous learning and development.
Enhance customer service performance:
- Drive improvements in key customer service metrics, including Customer Satisfaction (CSAT) and Time to Resolution (TTR).
- Implement standardized operating procedures (SOPs) to ensure consistent and quality customer service across all channels.
- Introduce lean processes and process improvement initiatives to streamline customer service operations and reduce costs.
Optimize the customer journey:
- Oversee the customer journey across all touchpoints, including online (our platform) and offline stores.
- Identify and analyze customer pain points and opportunities for improvement throughout the customer journey.
- Design and implement initiatives to enhance customer interactions and create seamless, positive experiences at every touchpoint.
- Collaborate with cross-functional teams to ensure alignment and integration of customer experience initiatives.
Qualifications:
- Bachelor's degree in business administration, marketing, customer service, or a related field.
- Minimum of 5 years of experience in a leadership role in customer experience or customer service.
- Proven track record of success in developing and implementing customer experience strategies that drive measurable improvements in customer satisfaction and loyalty.
- Strong understanding of customer journey mapping and customer experience principles.
- Expertise in customer service operations, including SOPs, lean processes, and process improvement methodologies.
- Excellent communication, presentation, and interpersonal skills.
- Ability to influence and motivate others to achieve common goals.
- Passion for creating exceptional customer experiences.
