Group Head, Customer Experience and Growth at DreamWorks Integrated System Limited

Job Brief

The Group Head of Customer Experience is a leadership role, required to supervise and oversee the strategy, planning and execution of the organization’s overall customer experience goals. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers with a seamless experience across touchpoints.

Responsibilities

• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey

• Enabling a two-way stream with customer-facing teams through – collecting feedback from customer-facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.

• Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys

• Encourage problem-solving, strategic thinking and customer orientation amongst the team

• Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.

• Advocate for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience

• Interact at the executive/senior management level, proactively advocating for solutions and managing the customer escalation process

• Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels

Requirements:

• Bachelor's degree in mass communication or other relevant fields.
• At least 10-15 years of relevant customer service experience.
• Experience in the Lifestyle and computing sector will be an added advantage.
• You must be a strong performer in high-pressure situations and be capable of diffusing situations easily and effectively.
• Excellent English communication skills, both written and verbal.
• You must excel at analyzing data and communicating complex concepts and situations in clear, simple terms.