National Vp Customer Experience, India
Mumbai Area, India
Responsibilities:- Adopt and implement Hubspot to improve leads conversion- Increase customer’s satisfaction through quality control, training and implementing new customer support processes- Create online leadership courses for all 4423 customers- Lead innovation projects on the national office - Create showcasing strategies for IndiaResults:- Increased sign up to acquisition from 5% to 10% through aligning all digital systems using Hubspot, email nurturing and… Show more Responsibilities:- Adopt and implement Hubspot to improve leads conversion- Increase customer’s satisfaction through quality control, training and implementing new customer support processes- Create online leadership courses for all 4423 customers- Lead innovation projects on the national office - Create showcasing strategies for IndiaResults:- Increased sign up to acquisition from 5% to 10% through aligning all digital systems using Hubspot, email nurturing and establishing the national CRM- Refreshed the Discover India for showcasing India’s exchange stories reaching 500K audiences- Increased NPS from 17 to 37 through training customer support teams, aligning experience delivery processes and providing better expectation settings for the customers- Created a 3 phases development models to improve customer’s leadership skills (self exploration, self assessment and implementation)- Coordinated with Dey Dos for creating a series of 12 online leadership courses based on AIESEC’s Leadership Development Model. The content includes 36 online video courses, 36 course slides and 12 workbooks- Coordinated the creation of an online learning platform that includes functionalities of assessment, course consumptions, journaling and contacting the customer supports- Won ING’s Global Innovation Award Show less