Purpose of the Job

The Senior Corporate Customer Experience Leader is responsible for driving and optimizing the overall customer experience across the organization, with a focus on enhancing customer satisfaction, loyalty, and retention. This role leads the development and execution of customer experience strategies, ensuring alignment with business objectives, and working cross-functionally to implement improvements across all touchpoints in the customer journey. 

Job Description

1. Global Sprinklr roll out

• Roll out Sprinklr in key markets through effective project management skills, that are aligned with the global plans for chat, social etc
• Monitor key performance indicators (KPIs) to ensure operational efficiency and customer satisfaction targets are consistently met.

2. Consolidation and optimization of Customer Contact Channels in regional hubs:

• Streamline and consolidate customer contact channels to optimize efficiency and enhance the overall customer experience from a global point of view,
• Support Implementation of technology solutions to improve customer interaction and support capabilities.
• Support us in driving down our cost per contact rates in all centers.

3. Global CX Strategy Implementation:

• Collaborate closely with the global CX team to seamlessly implement the CX strategy the customer services team.
• Align local strategies with global initiatives to ensure consistency and effectiveness. Including KPI roll out and reporting for all centers.

5. Cultural Transformation and Change Management:

• Foster a customer-centric culture within the center through comprehensive training, communication, and leading by example
• Drive change management processes to adapt to evolving customer service practices.

6. Revenue-Generating Initiatives:

• Lead the implementation of revenue-generating initiatives, particularly focused on improving conversion rates for sending shipments via the contact center.
• Develop and implement strategies to enhance sales and revenue generation within the customer services function.

7. Integration with Global VOC Team:

• Collaborate with the global Voice of Customer (VOC) and Quality teams in the CS centers to ensure consumer insights are effectively integrated into the operations in CS.
• Communicate research requirements to the VOC team and follow up on the implementation of action plans derived from consumer insights.

8. Performance Uplift Across Channels:

• Identify areas for improvement and innovation in customer service delivery.
• Implement initiatives to uplift overall performance across all customer contact channels.

9. Center of Excellence Establishment:

• Work towards establishing the customer services centre as a global centre of excellence.
• Implement best practices and standard operating procedures to achieve high-quality service delivery.

Job Requirements - Experience and Education

• Bachelor’s degree in business, Management, or a related field. Master’s degree preferred.
• Proven leadership experience in customer services, with a focus on developing autonomous senior leadership teams.
• Strong understanding of customer experience strategies and change management.
• Excellent communication, leadership, and interpersonal skills. With the ability to work proactively with little oversight, you must be a hard worker, flexible and able to travel regularly.
• You must be able to demonstrate problem solving abilites and top-notch stakeholder relationship building
• Minimum 4 years of experience 

Leadership Behaviors

Skills