Director - Customer Experience - IIM/FMS/MDI/XLRI

• Head - Customer Experience
• Location : Gurugram, India
• Experience : 8+ Years
• Education : Either an Executive MBA OR a full-time MBA from a Tier 1 Institute
• Diversity hiring
• Role Overview :

We are seeking an experienced and dynamic professional to lead after-market service and customer experience functions. This role will be responsible for driving service excellence, enhancing customer satisfaction, and building long-term customer relationships through efficient service operations and customer-centric strategies.

Key Responsibilities :

1. After-Market Service Strategy & Operations :

• Develop and implement a comprehensive after-market service strategy aligned with business objectives.
• Oversee service operations including installation, maintenance, repair, and technical support.
• Ensure high service quality standards and adherence to SLAs.
• Drive continuous improvement initiatives to enhance service efficiency and productivity.

2. Customer Experience (CX) Leadership :

• Define and execute customer experience strategies to improve customer satisfaction and loyalty.
• Monitor customer feedback, NPS, and service metrics to identify improvement areas.
• Implement customer journey mapping and service design improvements.

3. Team Leadership & Capability Building :

• Lead, mentor, and develop a high-performing service and CX team.
• Build technical and customer service capabilities across the organization.
• Drive a culture of accountability, collaboration, and customer-centricity.

4. Stakeholder Management :

• Collaborate with sales, supply chain, and product teams to ensure seamless customer experience.
• Engage with key customers to understand expectations and resolve escalations.
• Work closely with senior leadership on service transformation initiatives.

5. Service Revenue & Business Growth :

• Drive service revenue through AMC contracts, spare parts, and value-added services.
• Identify opportunities for upselling and cross-selling service offerings.
• Optimize cost structures while maintaining service excellence.

6. Digital & Process Transformation :

• Leverage digital tools and analytics to enhance service delivery and customer insights.
• Implement CRM and service management systems to improve efficiency.
• Drive automation and innovation in service processes.

Key Requirements :

• Bachelor's degree in Engineering & an MBA from Tier 1.
• 10+ years of experience in after-market service, customer experience, or service operations.
• Proven leadership experience managing large service teams.
• Strong understanding of service business models and customer lifecycle management.
• Excellent stakeholder management and communication skills.
• Experience in driving digital transformation in service functions is a plus.

Key Competencies :

• Customer Centricity
• Strategic Thinking
• Operational Excellence
• Leadership & People Management
• Problem Solving & Decision Making
• Business Acumen