Millennium Semiconductors - Assistant Vice President - Customer Excellence

Search Mandate: Head - Customer Excellence

Organisation Name: Millennium Semiconductors

Designation: Assistant Vice President - Customer Excellence

Location: Pune

Reporting to: VP / Sr VP

Business Turnover: 2,400 Crore+ (Growth YoY 40%)

Employee Strength: 300

Warehouses: 2 India (West, North) | 2 Overseas (Singapore, Shenzhen)

Company Overview:

Millennium Semiconductors is a leading B2B electronics distribution company specializing in the sourcing, supply, and distribution of electronic components, semiconductors, and related products to manufacturers, OEMs, and enterprises across diverse industries.

With a strong focus on innovation, supply chain efficiency, and customer-centric solutions, transforming every customer interaction into a competitive advantage through process excellence and service delivery.

Purpose of the Role:

This leadership role is accountable for designing and delivering an end-to-end customer experience across all touchpoints with existing/new accounts, strategic accounts & suppliers.

The Customer Excellence Head will set the customer-centricity agenda, drive operational excellence in all post-sales functions, champion continuous improvement, and proactively manage customer relationships to maximize satisfaction, loyalty, and account retention.

Key Responsibilities:

1. Strategy & Leadership:

• Develop and execute a comprehensive customer excellence strategy aligned with business priorities in the B2B electronics distribution ecosystem.
• Set and monitor best-in-class KPIs for customer satisfaction (CSAT), Net Promoter Score (NPS), resolution times, and first contact resolution.
• Foster a customer-first culture throughout the organization and lead change management for new customer-centric initiatives.

2. Customer Journey & Service Excellence:

• Ensure seamless onboarding, regular touchpoints, and efficient query resolution for all key accounts, B2B customers and suppliers.
• Own customer journey mapping, feedback loops and escalation management to guarantee "voice of customer" is integrated into business decisions.
• Oversee and continuously improve all post-sales support, service processes, and complaint resolution.

3. Operational & Process Excellence:

• Lead cross-functional teams to streamline order management, fulfilment, and service delivery, reducing friction and eliminating bottlenecks.
• Implement service quality programs and continuous improvement projects, targeting reductions in response time and service costs.
• Manage third-party and partner relationships to ensure outstanding service standards across the ecosystem.

4. Data & Insights:

• Leverage analytics for real-time customer health monitoring, trend identification, churn reduction, and targeted problem-solving.
• Prepare and present customer experience dashboards and insights for the executive team.

5. Team Building & Development:

• Build, develop, and mentor a high-calibre customer team; establish clear accountabilities and foster a culture of empowerment and recognition.

Critical Accountabilities:

• Achievement of customer loyalty and satisfaction scores (NPS, CSAT).
• Reduction in escalation volume and improvement in resolution times.
• Ownership of key account retention and upsell metrics.
• Team training, engagement, and continuous improvement in service delivery.
• Change management, process optimization, and digital enablement for support/service.

Leadership & Soft Skills:

• Leader in customer advocacy and service transformation.
• Strong decision-maker, agile in driving cross-functional results.
• Excellent stakeholder management and communications skills, including executive and client presentations.

Education Qualification and Experience:

Education:

• Bachelor's degree in Business, Engineering, or related field.
• MBA or relevant advanced degree preferred.

Experience:

• 15+ years of progressive experience in customer excellence/customer success/service delivery roles, with at least 5 years in B2B distribution, electronics, or technology-driven environments.
• Proven record of managing/supporting large teams, with direct span for support and process improvement.
• Strong expertise in customer journey design, feedback program management, service process excellence, and team development.
• Experience setting up or scaling enterprise service/support operations for OEMs/B2B clients.

Technical & Analytical Skills:

• Data-driven, skilled at analytics and reporting (CSAT, NPS, churn, service cost metrics).
• Understanding of continuous improvement frameworks (Lean, Six Sigma, Kaizen preferred).
• Experience with CRM and support tools (Salesforce, SAP, etc.) and digital service platforms.

Add on tips for Customer Excellence (CS):

• The Customer Excellence Leader should:
• 1. Have a strong data-driven approach to decision-making.
• 2. Possess a deep understanding of end customers and be willing to engage directly with customers whenever required.
• 3. Drive digitalization and automation initiatives to improve productivity and operational efficiency.
• 4. Have the capability to build, lead, and sustain a high-performing team.
• 5. Demonstrate high emotional intelligence and people management skills.
• 6. Be an effective communicator across all levels of the organization.
• 7. Have strong cross-functional collaboration and stakeholder management capabilities.
• 8. Act as a backbone for revenue-generating teams by enabling superior customer experience and operational support.