CS Head
๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐
๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ฐ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ด๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ฐ๐ฌ-๐ด๐ฌ ๐๐ฃ๐)
Experience: 15+ yrs
Location: Pune
As the Customer Excellence Head, you will define and execute the customer excellence strategy, ensuring seamless customer journeys across onboarding, order management, fulfillment, post-sales support, and complaint resolution. You will establish performance metrics, oversee customer feedback programs, and use analytics to identify service gaps, reduce escalations, improve resolution times, and strengthen customer loyalty.
You will collaborate with sales, supply chain, operations, technology, and other business functions to improve service delivery and eliminate operational bottlenecks. The role also involves leading and mentoring high-performing customer-facing teams, managing external service partners, and driving digitalization and automation initiatives.
As a senior leader, you will represent the voice of the customer in business decisions, present actionable insights to executive stakeholders, and ensure customer excellence contributes directly to retention, account growth, and long-term business performance.
Requirements
Key Responsibilities
- Strategy & Leadership: Develop and execute a customer excellence strategy aligned with business goals and the requirements of the B2B electronics distribution ecosystem.
