Lead CX

Key Accountabilities & Support Actions

1. Customer Operations & Contact Centre Management

• Lead inbound customer support across Calls Email WhatsApp and Digital Channels.
• Ensure SLA adherence for enquiries RFQs and customer requests.
• Drive first contact resolution and timely escalation management.
• Monitor service quality productivity and customer satisfaction.
• Standardize customer interactions through SOPs and quality audits.
• Publish operational performance dashboards and service metrics.

2. Customer Onboarding Digital Adoption & Compliance

• Own end-to-end customer onboarding KYC verification and customer activation.
• Ensure acceptance of Terms & Conditions before customer activation.
• Drive adoption of Buyer Portal VAN and Self-Service platforms.
• Educate buyers on digital processes platform capabilities and SOPs.
• Manage statutory document collection validation and renewals (KYC TDS etc.).
• Improve onboarding turnaround time and digital adoption metrics.

3. Order Governance & Customer Issue Resolution

• Manage maker-checker governance for order processing and approvals & PODs
• Ensure order validation commercial checks and policy compliance.
• Own buyer disputes returns refunds and escalations.
• Drive closure of small receivables through proactive buyer engagement.
• Coordinate with Sales Category Credit Finance and Supply Chain teams for timely issue resolution.
• Improve order Accuracy ( First Time Right)

4. Customer Experience Excellence & Process Improvement

• Capture and analyse Voice of Customer (VOC) feedback.
• Identify customer pain points and implement process improvements.
• Monitor CX KPIs including CSAT NPS SLA and Resolution TAT.
• Partner with Product and Technology teams to digitize customer journeys.
• Drive SOP governance process standardization and audit compliance.
• Lead continuous improvement initiatives to enhance customer experience and operational efficiency.

5. Buyer Lifecycle & Retention Management

• Maintain accurate buyer master data across all business systems.
• Monitor buyer engagement and repeat purchase behaviour.
• Partner with Sales teams to improve buyer retention and loyalty.
• Drive proactive buyer communication and engagement initiatives.
• Analyse customer behaviour and recommend retention strategies.
• Support revenue growth through superior customer experience and service excellence.

6. Team Leadership & Stakeholder Management

• Lead coach and develop a team of on-rolls and off-rolls associates.
• Set goals and monitor productivity quality SLA and operational KPIs.
• Conduct performance reviews training and capability-building initiatives.
• Manage workforce planning roster management and vendor performance.
• Collaborate with Sales Category Credit Finance Supply Chain and Product teams to deliver seamless customer a customer-first high-performance culture focused on accountability ownership and continuous improvement.