FULLTIME
Lead- Customer Experience
Birla Pivot
Not specified · onsite · Posted 5d ago
Sourced from
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Section · 01
About this role
Key Accountabilities & Support Actions
- 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.
- 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.
- 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)
- 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.
- 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.
- 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.
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Section · 02
Skills
Customer ExperienceCX KPIsdigital adoptionSOPsProcess ImprovementContact Centre ManagementCustomer OperationsOrder ProcessingKyc Verification