Not specified

Company Overview

Company details are not specified.

Job Summary

The role focuses on driving customer experience improvements through digital infrastructure and process reengineering. The candidate will leverage expertise in customer feedback, digital tools, and analytics to enhance customer satisfaction and operational efficiency.

Responsibilities

• Lead customer experience strategies across 400+ outlets in the food, beverage, and travel industry.
• Develop and implement digital infrastructure for managing customer complaints and online reputation.
• Spearhead employee engagement programs and optimize contact center operations.
• Oversee end-to-end project delivery, vendor governance, and cost-saving initiatives.
• Coordinate the digitization of quality and health safety audits, enhancing operational tracking and efficiency.
• Standardize processes across the APAC region for lounge and food and beverage business.

Qualifications

• Educational Qualifications:
  • PGDM in Leadership & Strategic Management (IMT - Ghaziabad)
  • Graduation in Business Management - Marketing (University of Mumbai)
• Technical Skills:
  • Proficient in AI tools (e.g., Copilot, ChatGPT)
  • Strong experience with CRM tools (Salesforce, Oracle, Zendesk, Zoho)
  • Familiarity with analytics platforms (Tableau, Google Analytics, Firebase)
• Certifications:
  • Six Sigma Green Belt certified
  • Certified Scrum Master
  • Trained on Prosci’s ADKAR change model
• Soft Skills:
  • Strong project management abilities
  • Excellent analytical and qualitative analysis skills
  • Effective team and people management

Preferred Skills

• Experience with operational excellence and KPI/SLA governance.
• Knowledge of call center governance and change management processes.

Experience

• Minimum of 10 years of experience in customer experience management, with a focus on digital transformation and operational efficiency.

Environment

The typical work setting may involve a mix of office environments and on-site project locations, particularly within the APAC region, including travel to Malaysia, Singapore, and Hong Kong for project implementation.

Salary

Salary details are not specified.

Growth Opportunities

Opportunities for career advancement may exist within the organization, particularly in leadership roles focusing on customer experience and digital transformation.

Benefits

Benefits offered are not specified.