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Job Description :
Build, develop, and lead the Customer Experience (CX) team at Btech to deliver forward-looking CX trends and meet the strategic objectives.Submit project deliverables in time , ensuring adherence to quality standards.Remain abreast of best practices within the discipline and research methods employed, including the latest evolution of approaches as the industry develops.Manage to develop effective communication lines with business teams and lead meetings/ discussions towards decision making based on the data and insights available to improve the customer experience.Be an advocate and voice for the customer/consumerBuild and manage relationships with internal customersCoordinate multiple tasks simultaneously, meeting deadlines and working productively and efficiently under pressureImplement and Evaluate Pilot project initiatives ROI and implications of rolling outIdentify GAPs and create solutions to make initiatives applicable if neededCreate and manage project plan for roll outDesigning Map Journeys and developing blue prints for all customer related journeysCoordinating with different departments – After sales, supply chain, HR, retail, finance, technology, the required changes to meet project objectivesReporting and analyzing project results, take correction actions when needed
Job Requirements :
Bachelor’s degree8-12 years of experience in Loyalty programs and customer retentionEnglish Level: very GoodMS Office Level: very Good