Head - Customer Service/Grievance - Food Industry (8-18 yrs)

- Minimum of 8+ years of experience in a leadership role overseeing customer experience or patient relations functions in a FMCG sector.

- To enhance customer care practices, drive satisfaction, loyalty, and retention.

- Oversee the development and implementation of comprehensive customer experience strategies, processes, and initiatives across.

- Develop and implement a holistic customer experience strategy aligned with the mission, vision, and values.

- Lead and manage a diverse team of customer care associates, call centre agents, and support staff to deliver exceptional service.

- Evaluate existing customer care processes and workflows to identify opportunities for optimization and improvement.

- Collaborate with cross-functional teams, including staff, administration, and IT, to integrate technology solutions and enhance service delivery.

- Establish quality assurance measures and performance metrics to monitor service quality and compliance with standards across touch points.

- Serve as the primary evaluator and solution provider for patient feedback, complaints, and grievances, advocating for patient needs within the organization.

- Foster a culture of continuous improvement and innovation in customer care practices, staying abreast of industry trends and best practices.