Customer Excellence Head

Experience: 15+ yrs

Location: Pune, Maharashtra, India

As a Customer Excellence Head, you will lead the vision and execution of customer‑centric strategies across a technology‑driven B2B distribution ecosystem, ensuring exceptional service delivery for electronic components and solutions. Driving operational excellence, you will translate customer feedback into actionable insights, partner with cross‑functional teams, and elevate the overall customer experience through data‑driven initiatives and scalable processes. Your leadership will not only enhance satisfaction metrics but also forge enduring relationships that fuel business growth and market share expansion. You will be the catalyst that aligns organizational resources, culture, and technology to deliver a seamless, high‑value journey for every client.

Requirements

• Define and champion the end‑to‑end customer experience strategy across all touchpoints.

• Drive continuous improvement of service delivery processes to exceed SLA targets and cost efficiencies.

• Collaborate with sales, product, and engineering teams to integrate customer success into the product roadmap.

• Own the customer journey mapping, ensuring a unified view of client needs and expectations.

• Establish and maintain robust metrics and dashboards to track NPS, CSAT, churn, and revenue impact.

• Lead cross‑functional initiatives to resolve escalated customer issues and implement preventive measures.

• Cultivate a high‑performance customer success culture, providing coaching, training, and career development.

• Partner with the CRM and data analytics teams to leverage AI and predictive analytics for proactive service.

• Drive vendor and partner relationships to optimize the ecosystem supporting outstanding service delivery.

• Represent the organization in industry forums, building a thought‑leadership presence on customer excellence.

• 15+ years of senior management experience in customer success, service delivery, or customer experience roles.

• Proven track record of leading B2B distribution operations in the electronics and technology sectors.

• Deep understanding of service level agreements, CSAT/NPS metrics, and continuous improvement methodologies.

• Strong analytical and data‑driven decision‑making capabilities, with experience in AI/ML‑based customer insights.

• Exceptional communication and stakeholder management skills across C‑suite, customer, and partner audiences.

• Demonstrated ability to build and inspire high‑performing cross‑functional teams in a fast‑paced environment.

• Proven success in scaling customer success functions through digital transformation initiatives.

• Experience in managing escalated customer issues and turning them into retention opportunities.

• Exposure to vendor management and ecosystem partnerships that enhance service delivery.

• A passion for innovation, customer empathy, and a relentless focus on creating long‑lasting value.