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LetsBeco - Lead - Customer Delight

LetsBeco - Lead - Customer Delight

BecoMumbai, India
30+ days ago
Job description

What Will You Do At Beco :

  • Build and run a strong customer delight strategy to improve satisfaction, repeat purchases, and word-of-mouth, while also identifying upsell opportunities.
  • Manage the entire post-sales journey - from handling order-related queries and returns to resolving escalations quickly and empathetically.
  • Set up smooth support, and communication processes to help customers understand and use our products better.
  • Monitor and follow up on cart drop-offs, return patterns, and delivery issues to reduce friction and improve conversion.
  • Build customer relationships by staying proactive - track customer health, identify red flags early, and solve issues before they escalate.
  • Lead and support the customer support team - provide guidance, improve response quality, and build a customer-first culture.
  • Use data from tickets, feedback, and behavior to spot patterns, reduce complaints, and suggest fixes for operations or product gaps.
  • Regularly share customer experience insights and key metrics (like NPS, resolution time, satisfaction score) with internal teams.

Key Requirements :

  • 5+ years of experience in customer success, account management, or related fields, with at least 3 years in managing a team.
  • Proven track record of improving customer satisfaction, retention, and lifetime value.
  • Strong experience in building and scaling customer success teams.
  • Excellent interpersonal and communication skills, with the ability to build relationships at all levels.
  • Strong problem-solving skills and a customer-first mindset.
  • Proficiency in CRM software, customer success platforms, and data analytics tools.
  • Experience working cross-functionally with product, sales, and marketing teams.

    • Key Performance Indicators (KPIs) :

  • Customer satisfaction scores (CSAT, NPS)
  • Customer retention and churn rates
  • Customer lifetime value (CLV)
  • Upsell and cross-sell success rates
  • Onboarding time and customer adoption rates
  • Response and resolution time for customer issues

    • (ref : iimjobs.com)

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