Country Head of Customer Experience

职位描述

Lead and manage high-performing CE teams in local market, instilling a customer-first culture that balances experience with operational efficiency. Define and own the CE strategy and roadmap aligned to the company’s business goals, ensuring clear linkages to NPS/CSAT, DSAT, and business metrics (retention, revenue per order, order lifecycle time). Drive scaling, standardization, and operationalization of CE functions in new markets, including workforce management, business process improvement (B

任职要求

Strategic Planning: Develop CE strategy and execution plan; align with product, marketing, and operations roadmaps. People Leadership: Build, mentor, and retain a diverse CE leadership team; define clear career paths and succession plans. Operational Excellence: Implement standardized processes, quality assurance programs, and playbooks for incident handling, with continuous improvement loops. Customer Insight: Lead initiatives for VOC programs, customer segmentation, and experience uplift measu