Head Customer Care

Job Responsibilities

1. Develop and execute the strategic vision for the customer care function within the enterprise solutions segment.
2. Lead, mentor, and motivate a team of customer care consultants.
3. Oversee the daily operations of the customer care function, ensuring that service delivery is timely, efficient, and meets or exceeds client expectations.
4. Set clear performance metrics and KPIs for the customer care team. Monitor performance, track results, and ensure that goals related to customer satisfaction are consistently met.
5. Build and maintain strong relationships with key enterprise clients, ensuring that their needs are understood and addressed.
6. Collaborate with the sales and implementation teams to ensure a smooth transition from pre-sales to post-sales support.
7. Oversee the resolution of customer issues, ensuring timely responses and effective solutions.
8. Develop strategies to improve customer retention, drive long-term customer satisfaction, and ensure that IndiaMARTs enterprise clients continue to realize value from the platform.
9. Identify opportunities for upselling or cross-selling additional services and solutions that align with client needs.
10. Ensure that clients are properly trained on the use of IndiaMART’s enterprise solutions to maximize platform adoption and value.
11. Partner with product, technical, and engineering teams to advocate for customer needs and ensure that product features and functionality are aligned with client expectations.

Key Skills

1. Strong leadership skills with the ability to lead and manage a customer care team.
2. Exceptional communication and interpersonal skills with the ability to engage and influence senior decision-makers and stakeholders.
3. Strong understanding of B2B e-commerce and experience in selling complex enterprise-level solutions is highly preferred.
4. Deep understanding of customer success and retention strategies.
5. Expertise in consultative selling techniques and solution design.