Country Head of Customer Experience

Keeta

1. Lead and manage high-performing CE teams across markets, 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 (BPI), total quality assurance (TQA), and voice-of-customer programs. Partner with Country General Managers and function heads (Operations, Product, Marketing, Risk, Compliance, Sales, Logistics, IT) to translate CE strategy into actionable plans, budgets, and performance targets.Manage BPO/vendor relationships and performance, including service level agreements, governance, ramp-up/ramp-down, quality assurance, cost management, and risk mitigation. Lead cross-functional initiatives to optimize the customer journey end-to-end (onboarding, order placement, delivery, issue resolution, refunds/compensation) across channels (phone, chat, email, in-app).Design and monitor a robust operating model with clear ownership, accountability, and escalation paths; implement RTA/WFM to ensure adherence and service levels.Build and manage CE analytics framework: define KPIs, dashboards, and regular business reviews; translate data into actionable improvements and prioritized backlogs.

2. Drive change management during growth phases: organizational design, reskilling, leadership development, and stakeholder alignment across markets and geographies.Lead crisis and incident management for customer-impacting events, with transparent internal/external communications and rapid containment plans.Oversee compliance, data privacy, and risk considerations in customer interactions, ensuring policies are followed across markets and outsourced partners.

3. 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.

4. 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 measurement by segment and channel.

5. Performance Management: Establish and track CE metrics (CSAT, NPS, DSAT, CSAT lift by channel, first contact resolution, handle time, cost-per-contact, agent utilization, occupancy, and SLA attainment).Financial Stewardship: Develop CE budget; optimize cost-to-serve; oversee vendor pricing, capex/opex plans, and ROI of CE programs.

6. Risk & Compliance: Ensure adherence to data protection, privacy regulations, and internal security protocols; oversee vendor risk management.

7. Communications: Craft executive summaries, internal communications, and external messaging that are consistent across markets and channels.