Head of Customer Success Full Time NEW

Description:

The Head of Customer Success, Last Mile Operations and Digitalization will play a pivotal role in driving company’s India’s growth trajectory ensuring operational excellence, strong last mile execution, exceptional customer satisfaction and digital enablement across the commercial value chain. This position requires a strategic thinker with strong operational skills and a customer-centric mindset to support and scale the business effectively. The incumbent will also spearhead the digital transformation of the Vision Commercial function. This role is central to enhancing visibility, optimizing performance, and rolling out digital tools that improve decision-making and sales team productivity.

Primary duties and responsibilities :

1. Strategic Planning and Execution:

a. Develop and implement business strategies, plans, and procedures to support company’s growth and objectives.

b. Oversee operations to ensure efficiency, quality, and cost-effective management of resources.

C. Oversee end-to-end operations including logistics, dispatch, inventory, customer service and CEF operations. Define and monitor customer experience metrics (NPS, SLA adherence, delivery performance) and implement continuous improvement programs.

2.Last Mile Operations & Customer Experience:

Develop and implement business strategies, plans, and procedures to support company’s growth and objectives.

B. Oversee operations to ensure efficiency, quality, and cost-effective management of resources.

C. Oversee end-to-end operations including logistics, dispatch, inventory, customer service and CEF operations.

D. Define and monitor customer experience metrics (NPS, SLA adherence, delivery performance) and implement continuous improvement programs

Own last-mile operations covering delivery, installation, commissioning, service responsiveness, and on-ground issue resolution at customer locations.

Design and strengthen last-mile operating models for metros, Tier 2/3 cities, and remote markets.

Partner with logistics providers, service partners, and internal teams to ensure consistent service quality and turnaround times.

Establish clear SLAs, escalation mechanisms, and governance frameworks for last-mile performance.

Use customer feedback, service data, and root cause analysis to eliminate recurring last-mile pain points.

Enable rapid support for new product launches, channel expansion, and key account servicing through robust last-mile readiness.

Customer Success Management:

1. Develop and implement customer success strategies to enhance customer satisfaction and loyalty.

B. Lead customer service and support teams to ensure first-time-right resolution and proactive customer engagement.

C. Lead customer service teams to ensure high satisfaction and issue resolution.

D. Build operational capabilities to support business scale-up and new market expansion.

E. Build a robust customer success strategy aligned with long-term business growth.

Digital Focus:

a. Identifying inefficiencies in operational processes and implementing technological changes that increase efficiency.

B. Lead deployment and adoption of digital tools across the sales force to improve data access, performance tracking, and productivity.

c. Champion the integration of CRM systems, sales apps, and dashboards to empower field teams with real-time data.

d. Identify and streamline business processes to improve efficiency and reduce operational costs.

e. Establish and monitor key performance indicators (KPIs) to track and report on operational and customer success performance.

5. Stakeholder Collaboration:

a. Work closely with internal and external stakeholders to ensure seamless service delivery and smooth operations.

b. Partner with Sales, Supply Chain, Commercial Finance, Technology, and Operations leaders to ensure a seamless “order-to-delivery-to-service” experience.

c. Establish strong governance frameworks for service quality, escalations, and continuous improvement.

d. Influence senior stakeholders to align customer success priorities with business objectives.

6. Business Excellence and Capability Building

a. Establish a structured approach to performance management, process optimization, and continuous improvement.

b. Strong command of data analytics, KPI frameworks, and dashboard-based performance tracking.

c. Build and mentor high-performing, customer-centric operations and service teams.

d. Foster a culture of innovation and continuous improvement, encouraging the adoption of new technologies

Education requirements / Experience / Job Specifications

– Master’s degree in business administration, Operations Management, or a related field.

– Minimum of 12 years of experience in operations, with significant exposure to both HO and regional roles.

– Proven track record of streamlining business processes and customer success functions.

– Proven experience in end-to-end supply chain and last-mile operations, preferably in complex, distributed markets like India.

– Strong understanding of end-to-end supply chain and last-mile operations

– Demonstrated capability in building and leading high-performing teams in operational or customer-facing domains.

– Experience in sales operations or digital transformation roles; experience in FMCG.

– Proven track record in driving digital initiatives from concept to rollout.

– Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

– Excellent leadership and team management abilities.

– Exceptional communication and interpersonal skills.

– Ability to manage multiple projects and priorities in a fast-paced environment