Lead- Customer Experience

Job Description

Key Accountabilities & Support Actions

1. Customer Operations & Contact Centre Management

• Lead inbound customer support across Calls, Email, WhatsApp and Digital Channels.
• Ensure SLA adherence for enquiries, RFQs and customer requests.
• Drive first contact resolution and timely escalation management.
• Monitor service quality, productivity and customer satisfaction.
• Standardize customer interactions through SOPs and quality audits.
• Publish operational performance dashboards and service metrics.

2. Customer Onboarding, Digital Adoption & Compliance

• Own end-to-end customer onboarding, KYC verification and customer activation.
• Ensure acceptance of Terms & Conditions before customer activation.
• Drive adoption of Buyer Portal, VAN and Self-Service platforms.
• Educate buyers on digital processes, platform capabilities and SOPs.
• Manage statutory document collection, validation and renewals (KYC, TDS, etc.).
• Improve onboarding turnaround time and digital adoption metrics.

3. Order Governance & Customer Issue Resolution

• Manage maker-checker governance for order processing and approvals & PODs
• Ensure order validation, commercial checks and policy compliance.
• Own buyer disputes, returns, refunds and escalations.
• Drive closure of small receivables through proactive buyer engagement.
• Coordinate with Sales, Category, Credit, Finance and Supply Chain teams for timely issue resolution.
• Improve order Accuracy ( First Time Right)

4. Customer Experience Excellence & Process Improvement

• Capture and analyse Voice of Customer (VOC) feedback.
• Identify customer pain points and implement process improvements.
• Monitor CX KPIs including CSAT, NPS, SLA and Resolution TAT.
• Partner with Product and Technology teams to digitize customer journeys.
• Drive SOP governance, process standardization and audit compliance.
• Lead continuous improvement initiatives to enhance customer experience and operational efficiency.

5. Buyer Lifecycle & Retention Management

• Maintain accurate buyer master data across all business systems.
• Monitor buyer engagement and repeat purchase behaviour.
• Partner with Sales teams to improve buyer retention and loyalty.
• Drive proactive buyer communication and engagement initiatives.
• Analyse customer behaviour and recommend retention strategies.
• Support revenue growth through superior customer experience and service excellence.

6. Team Leadership & Stakeholder Management

• Lead, coach and develop a team of on-rolls and off-rolls associates.
• Set goals and monitor productivity, quality, SLA and operational KPIs.
• Conduct performance reviews, training and capability-building initiatives.
• Manage workforce planning, roster management and vendor performance.
• Collaborate with Sales, Category, Credit, Finance, Supply Chain and Product teams to deliver seamless customer experience.Foster a customer-first, high-performance culture focused on accountability, ownership and continuous improvement.