CS Head

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: - ( - )

Experience: 15+ yrs

Location: Pune

As the Customer Excellence Head, you will define and execute the customer excellence strategy, ensuring seamless customer journeys across onboarding, order management, fulfillment, post-sales support, and complaint resolution. You will establish performance metrics, oversee customer feedback programs, and use analytics to identify service gaps, reduce escalations, improve resolution times, and strengthen customer loyalty.

You will collaborate with sales, supply chain, operations, technology, and other business functions to improve service delivery and eliminate operational bottlenecks. The role also involves leading and mentoring high-performing customer-facing teams, managing external service partners, and driving digitalization and automation initiatives.

As a senior leader, you will represent the voice of the customer in business decisions, present actionable insights to executive stakeholders, and ensure customer excellence contributes directly to retention, account growth, and long-term business performance.

Requirements

Key Responsibilities

• Strategy & Leadership: Develop and execute a customer excellence strategy aligned with business goals and the requirements of the B2B electronics distribution ecosystem.
• Customer Experience Metrics: Define, monitor, and improve key performance indicators, including Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), first-contact resolution, response times, and complaint resolution.
• Customer Journey Management: Oversee the complete customer journey, from onboarding and regular engagement to order fulfillment, post-sales support, and issue resolution.
• Voice of the Customer: Establish structured feedback mechanisms, customer journey mapping, and escalation management processes to incorporate customer insights into business decisions.
• Service Delivery Excellence: Lead initiatives to improve order management, fulfillment, customer support, and service delivery while reducing friction, delays, and operational bottlenecks.
• Process Optimization: Implement continuous improvement programs to enhance service quality, reduce response times, optimize service costs, and improve operational productivity.
• Customer Retention & Growth: Partner with sales and account management teams to strengthen customer relationships, improve retention, identify upselling opportunities, and support account expansion.
• Data Analytics & Reporting: Use customer and operational analytics to monitor account health, identify recurring issues, understand churn risks, and develop targeted improvement plans.
• Executive Reporting: Prepare and present customer experience dashboards, performance reports, trends, and strategic recommendations to senior management.
• Digitalization & Automation: Drive the adoption of CRM systems, digital service platforms, workflow automation, and other technology-enabled solutions to improve efficiency and service consistency.
• Partner Management: Manage third-party service providers and business partners to maintain consistent service standards across the customer ecosystem.
• Team Leadership & Development: Build, lead, and mentor high-performing customer excellence teams, establish clear accountability, and foster a culture of empowerment, collaboration, and continuous improvement.
• Change Management: Lead customer-centric transformation initiatives, support organizational adoption of new processes, and establish sustainable service excellence practices.
• Cross-Functional Collaboration: Work closely with sales, operations, supply chain, technology, and other stakeholders to resolve customer challenges and enable revenue-generating teams.

What Makes You a Great Fit

• 15+ years of progressive experience in customer excellence, customer success, customer experience, or service delivery leadership, including at least 5 years in B2B distribution, electronics, or technology-driven environments.
• Proven experience leading large customer-facing teams and managing complex service operations, with a strong track record of improving customer satisfaction and operational performance.
• Demonstrated expertise in customer journey design, customer feedback programs, escalation management, and service process improvement.
• Experience establishing, scaling, or transforming enterprise customer support and service operations for B2B customers or OEMs.
• Strong understanding of customer experience metrics, including CSAT, NPS, resolution times, churn, retention, and service costs.
• Data-driven decision-making skills, with the ability to translate customer insights and operational analytics into measurable improvements.
• Experience with CRM and enterprise platforms such as Salesforce, SAP, and digital customer service tools.
• Familiarity with continuous improvement methodologies such as Lean, Six Sigma, or Kaizen is preferred.
• Demonstrated ability to drive digital transformation, automation, and process optimization initiatives.
• Strong leadership, people management, coaching, and team development capabilities, supported by high emotional intelligence.
• Excellent communication, executive presentation, negotiation, and stakeholder management skills.
• Strong cross-functional collaboration skills and the ability to influence stakeholders across organizational levels.
• A customer-first mindset, with a willingness to engage directly with customers and understand their needs, challenges, and expectations.
• Strategic thinking, sound judgment, and the ability to drive change while balancing customer satisfaction, operational efficiency, and business profitability.
• A strong commitment to making customer excellence a business differentiator and an enabler of sustainable revenue growth.