Responsibilities :

- Lead the entire customer support team across channels (calls, emails, live chats, social media) for all HoK brands and ensure continuous improvement across KPIs.

- Lead L1 Sales, KYC follow up, Upsell, Retention and After sales service support. Lead escalation team and ensure prompt handling of all escalations with no issue based churns.

- Be the biggest customer advocate and amplify customer voice across key stakeholders in the company.

- Develop best in class strategies around omnichannel support, key account management, scalable and repeatable processes & contact center optimization.

- Collaborate with cross-functional teams to improve the processes.

- Conduct monthly business reviews with the leadership team with actionable insights. Share daily/weekly performance metrics.

- Devise and implement innovative self-service support strategies that empower and reduce customer effort.

- Plan CX organisation, forecast hiring requirements, lead hiring, training, quality audit and knowledge management efforts. Manage the support budget and headcount to optimise spend for value and savings.

- Own the tech set up for complete customer experience org. Identify & implement latest tech solutions for providing best in class customer support to HoK customers.

- Implement incentives, R&R, mid year and annual appraisals & promotions.

Requirements :

- Post graduate with 10+ years of work experience in customer service (preferably in ecommerce space) with significant leadership experience.

- Excellent written and verbal communication & presentation skills. Hands-on experience on G-Suite, Slack, Shopify, and Zoho. Experience in Data Analytics/Business Intelligence tools will be added advantage.

- Strong understanding of Help desk software, preferably, Zendesk Suite along with Telephony, Chatbot, Online Reputation Management (ORM), and Help Center.

- Experienced in leading Customer Experience for multiple brands simultaneously.

- Extensive experience in leading large teams (100+ FTE) spanning multiple locations (inhouse & remote). Experienced in working with outsourced service providers and multiple vendors.

- Data-driven mindset and an aptitude for technology.

- Strong people leadership skills, ability to build team culture and develop team members and ability to multi-task and coordinate with cross functional teams and stakeholders.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.