
Director of Customer Centricity
1 day ago
As a key leader in our organization, you will be responsible for driving customer-centric strategies and delivering exceptional results.
- Develop and implement customer-focused initiatives to enhance loyalty and retention.
- Design and execute customer feedback programs to capture insights and inform decision-making.
- Establish and maintain customer service standards, policies, and procedures to ensure consistency across all touchpoints.
- Foster collaboration with cross-functional teams to optimize the complaint process and improve overall customer satisfaction.
- Provide leadership and guidance to customer service team members to foster growth and development.
- Stay current with product updates and industry trends to deliver expert solutions to customers.
- Engage with customers through various channels, providing personalized support and tailored advice to meet their needs.
- Investigate and resolve complex customer complaints, leveraging analytical skills to identify root causes and implement corrective actions.
- Makes decisions on processed complaints, ensuring fairness and equity in all outcomes.
- Distribute replacement or repaired products to customers in a timely manner.
- Maintain accurate records of customer interactions and correspondence.
- Analyze data to assess the effectiveness of customer-focused initiatives and identify areas for improvement.
- Prepare informative content for customers, including leaflets, price lists, and brochures.
- Prioritize customer visits to provide one-on-one support and address concerns.
Education: Master's degree in Business Administration
Experience: Minimum 7 years of experience in customer-facing roles
Location: Information Technology and Services sector
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