Customer Excellence Head
- Location
- Pune, Maharashtra, India
- Work mode
- On-site
- Employment type
- Full-time
About the job
๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐ ๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ฑ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ณ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ฑ๐ฌ-๐ณ๐ฌ ๐๐ฃ๐) Experience: 15+ yrs Location: Pune, Maharashtra, India
As a Customer Excellence Head, you will lead the vision and execution of customerโcentric strategies across a technologyโdriven 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 crossโfunctional teams, and elevate the overall customer experience through dataโdriven 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, highโvalue journey for every client.
Requirements ๐๐ฒ๐ ๐ฅ๐ฒ๐๐ฝ๐ผ๐ป๐๐ถ๐ฏ๐ถ๐น๐ถ๐๐ถ๐ฒ๐ โข Define and champion the endโtoโend customer experience strategy across all touchpoints. โข Drive continuous improvement of service delivery processes to exceed SLA targets and cost efficiencies. โข Collaborate with sales, product, and engineering teams to integrate customer success into the product roadmap. โข Own the customer journey mapping, ensuring a unified view of client needs and expectations. โข Establish and maintain robust metrics and dashboards to track NPS, CSAT, churn, and revenue impact. โข Lead crossโfunctional initiatives to resolve escalated customer issues and implement preventive measures. โข Cultivate a highโperformance customer success culture, providing coaching, training, and career development. โข Partner with the CRM and data analytics teams to leverage AI and predictive analytics for proactive service. โข Drive vendor and partner relationships to optimize the ecosystem supporting outstanding service delivery. โข Represent the organization in industry forums, building a thoughtโleadership presence on customer excellence.
๐ช๐ต๐ฎ๐ ๐ ๐ฎ๐ธ๐ฒ๐ ๐ฌ๐ผ๐ ๐ฎ ๐๐ฟ๐ฒ๐ฎ๐ ๐๐ถ๐
- 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 dataโdriven decisionโmaking capabilities, with experience in AI/MLโbased customer insights.
- Exceptional communication and stakeholder management skills across Cโsuite, customer, and partner audiences.
- Demonstrated ability to build and inspire highโperforming crossโfunctional teams in a fastโpaced 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 longโlasting value.
From Weekday AI's careers page (Workable), checked 27 Oct 2026.
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Posted 27 Oct 2026 ยท checked 27 Oct 2026 ยท Report this job