Role: Customer Excellence Head Location: Pune Key Responsibilities 1. Strategy & Leadership • Develop and execute a comprehensive customer excellence strategy aligned with business priorities in the B2B electronics distribution ecosystem. • Set and monitor best-in-class KPIs for customer satisfaction (CSAT), Net Promoter Score (NPS), resolution times, and first contact resolution. • Foster a customer-first culture throughout the organization and lead change management for new customer-centric initiatives. 2. Customer Journey & Service Excellence • Ensure seamless onboarding, regular touchpoints, and efficient query resolution for all key accounts, B2B customers and suppliers. • Own customer journey mapping, feedback loops and escalation management to guarantee "voice of customer" is integrated into business decisions. • Oversee and continuously improve all post-sales support, service processes, and complaint resolution. 3. Operational & Process Excellence • Lead cross-functional teams to streamline order management, fulfilment, and service delivery, reducing friction and eliminating bottlenecks. • Implement service quality programs and continuous improvement projects, targeting reductions in response time and service costs. • Manage third-party and partner relationships to ensure outstanding service standards across the ecosystem. 4. Data & Insights • Leverage analytics for real-time customer health monitoring, trend identification, churn reduction, and targeted problem-solving. • Prepare and present customer experience dashboards and insights for the executive team. 5. Team Building & Development • Build, develop, and mentor a high-calibre customer team; establish clear accountabilities and foster a culture of empowerment and recognition. Critical Accountabilities • Achievement of customer loyalty and satisfaction scores (NPS, CSAT). • Reduction in escalation volume and improvement in resolution times. • Ownership of key account retention and upsell metrics. • Team training, engagement, and continuous improvement in service delivery. • Change management, process optimization, and digital enablement for support/service. Leadership & Soft Skills • Leader in customer advocacy and service transformation. • Strong decision-maker, agile in driving cross-functional results. • Excellent stakeholder management and communications skills, including executive and client presentations. Education Qualification and Experience Education • Bachelor’s degree in Business, Engineering, or related field. • MBA or relevant advanced degree preferred. Experience • 15+ years of progressive experience in customer excellence/customer success/service delivery roles, with at least 5 years in B2B distribution, electronics, or technology-driven environments. • Proven record of managing/supporting large teams, with direct span for support and process improvement. • Strong expertise in customer journey design, feedback program management, service process excellence, and team development. • Experience setting up or scaling enterprise service/support operations for OEMs/B2B clients. Technical & Analytical Skills • Data-driven, skilled at analytics and reporting (CSAT, NPS, churn, service cost metrics). • Understanding of continuous improvement frameworks (Lean, Six Sigma, Kaizen preferred). • Experience with CRM and support tools (Salesforce, SAP, etc.) and digital service platforms. Add on tips for Customer Excellence (CS) The Customer Excellence Leader should: 1. Have a strong data-driven approach to decision-making. 2. Possess a deep understanding of end customers and be willing to engage directly with customers whenever required. 3. Drive digitalization and automation initiatives to improve productivity and operational efficiency. 4. Have the capability to build, lead, and sustain a high-performing team. 5. Demonstrate high emotional intelligence and people management skills. 6. Be an effective communicator across all levels of the organization. 7. Have strong cross-functional collaboration and stakeholder management capabilities. 8. Act as a backbone for revenue-generating teams by enabling superior customer experience and operational support.
