Lead Customer Experience- Mumbai

Job Title: Lead Customer Experience

Job Type: Permanent, Full-time

Business: Godrej Living

Location: Mumbai

About Godrej Industries Limited and Associate Companies (GILAC)

GILAC is a holding company of the Godrej Group. We have significant interests in consumer goods, real estate, agriculture, chemicals, and financial services through our subsidiary and associate companies, across 18 countries.

https://www.godrejindustries.com/

About Godrej Living.

Godrej Living is your gateway to the realm of innovative and sustainable living solutions. As an extension of the esteemed Godrej Group, a conglomerate with over 125 years of legacy, we are committed to delivering excellence in every aspect of your living experience. At Godrej Living, we take pride in creating and maintaining happy, environmentally responsible residential communities that provide comfort, peace of mind and a sense of belonging.

Our comprehensive Community Development services are designed to ensure that every aspect of your living and working space is meticulously maintained, allowing you to focus on what truly matters - enjoying your life to the fullest.

Stay tuned for updates and insights that reflect our ongoing mission to deliver excellence in every way possible. Thank you for joining us on this journey of transformation and progress.

https://www.linkedin.com/company/godrej-living/

Roles & Responsibilities :

Strategy Development:

Develop and implement strategies to optimize the end-to-end customer experience.

Collaborate with cross-functional teams to align customer experience initiatives with company goals. Stay updated on industry trends and best practices to continuously improve our approach to customer experience.

Team Leadership:

Lead and mentor a team of customer experience representatives, ensuring they have the necessary skills and resources to deliver exceptional service.

Set performance targets and provide regular feedback and coaching to team members. Foster a positive and supportive team culture focused on customer satisfaction and continuous improvement.

Customer Engagement:

Oversee the design and execution of customer engagement programs to increase loyalty and retention.Monitor customer feedback and implement strategies to address issues and enhance satisfaction.Identify opportunities for upselling and cross-selling based on customer insights.

Process Improvement:

Analyze customer journey metrics and identify areas for improvement. Work closely with internal stakeholders to streamline processes and eliminate pain points in the customer experience. Implement tools and technologies to enhance efficiency and effectiveness in delivering customer support.

Quality Assurance:

Establish quality standards for customer interactions and ensure they are consistently met. Conduct regular audits and evaluations of customer support activities to identify areas for improvement. Provide training and resources to ensure that team members adhere to quality standards and best practices.

Customer Advocacy:

Serve as the voice of the customer within the organization, advocating for their needs and preferences. Collaborate with product development and marketing teams to incorporate customer feedback into product enhancements and marketing strategies. Build strong relationships with key customers and gather insights to inform business decisions.

Who are we looking for

Education:

Any Graduate

Experience:

12 + years of experience in a customer experience or customer service leadership role

Skills:

Strong leadership and team management skills, with the ability to motivate and inspire others.Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.Analytical mindset with the ability to interpret data and make data-driven decisions.Strong problem-solving skills and a proactive approach to addressing customer needs and issues.Knowledge of customer experience best practices and emerging trends.Proficiency in customer relationship management

What's in it for you

Be an equal parent.

Maternity support, including paid leave ahead of statutory guidelines, and flexible work options on return.

Paternity support, including paid leave.

New mothers can bring a caregiver and children under a year old, on work travel.

Adoption support: gender neutral and based on the primary caregiver, with paid leave options

No place for discrimination at Godrej

Gender-neutral anti-harassment policy

Same sex partner benefits at par with married spouses

Gender transition support

We are selfish about your wellness.

Comprehensive health insurance plans, as well as accident coverage for you and your family, with top-up options

Trust based sick leave.

Mental wellness and self-care programmes, resources and counselling

Celebrating wins, the Godrej Way

Structured recognition platforms for individual, team and business-level achievements

Performance-based earning opportunities

An inclusive Godrej

Before you go, there is something important we want to highlight. There is no place for discrimination at Godrej. Diversity is the philosophy of who we are as a company. And has been for over a century. Its not just in our DNA and nice to do. Being more diverse - especially having our team members reflect the diversity of our businesses and communities - helps us innovate better and grow faster. We hope this resonates with you.

We take pride in being an equal opportunities employer. We recognise merit and encourage diversity. We do not tolerate any form of discrimination on the basis of nationality, race, colour, religion, caste, gender identity or expression, sexual orientation, disability, age, or marital status and ensure equal opportunities for all our team members.

If this sounds like a role for you, apply now!

We look forward to meeting you.