Head - Customer Service/Customer Experience - Consumer Durables

Job Description:

This is a senior leadership role responsible for ensuring customer satisfaction, building service capability, and turning service into a competitive advantage. It will be responsible to lead and scale the national service organization, ensuring flawless installation, reliable after-sales service, and superior customer experience. The role is pivotal in making service a strong differentiator for the brand while driving customer loyalty and service-led sales.

Key Responsibilities:

- Define the service vision and roadmap for the company.

- Build a scalable, tech-enabled service model (CRM, apps, digital tracking) for real time servicing and tracking.

- Align service KPIs with overall business growth.

- Drive service excellence and innovation across all after-sales support functions.

- Manage operational budgets and resource allocation to optimize service costs while maintaining premium service standards.

- Develop robust escalation management protocols to resolve critical customer issues, thereby protecting brand reputation and fostering trust.

- Monitor industry benchmarks and implement innovative service technologies to maintain a competitive edge in customer experience.