Head Of Customer Success, Last Mile Operations And Digitalization(Vision Care)

As the Head of Customer Success, Last Mile Operations, and Digitalization at Zeiss Vision Care in India, you will be responsible for driving the company's growth trajectory by ensuring operational excellence, strong last mile execution, exceptional customer satisfaction, and digital enablement across the commercial value chain. Your role will involve strategic planning, last mile operations, customer success management, digital focus, stakeholder collaboration, and business excellence and capability building.

Role Overview: In this pivotal role, you will play a key part in spearheading the digital transformation of the Vision Commercial function. Your strategic thinking, operational skills, and customer-centric mindset will be crucial in supporting and scaling the business effectively. Key Responsibilities: - Strategic Planning and Execution: - Develop and implement business strategies, plans, and procedures to support company growth.
- Ensure efficiency, quality, and cost-effective management of resources.
- Define and monitor customer experience metrics and implement continuous improvement programs.

• Last Mile Operations & Customer Experience: - Own last-mile operations covering delivery, installation, commissioning, and service responsiveness.

- Design and strengthen last-mile operating models for different markets.
- Partner with logistics providers and internal teams to ensure consistent service quality.
- Enable rapid support for new product launches and channel expansion.

• Customer Success Management: - Develop and implement customer success strategies to enhance satisfaction and loyalty.

- Lead customer service teams to ensure high satisfaction and issue resolution.
- Build operational capabilities to support business scale-up and expansion.

• Digital Focus: - Identify operational inefficiencies and implement technological changes for efficiency.

- Lead deployment and adoption of digital tools across the sales force.
- Champion integration of CRM systems, sales apps, and dashboards for real-time data.

• Stakeholder Collaboration: - Work closely with internal and external stakeholders to ensure smooth operations.

- Partner with various departments to ensure a seamless order-to-delivery-to-service experience.
- Establish strong governance frameworks for service quality and continuous improvement.

• Business Excellence and Capability Building: - Establish a structured approach to performance management and continuous improvement.

- Build and mentor high-performing, customer-centric operations and service teams.
- Foster a culture of innovation and continuous improvement.

Qualification Required: - Masters 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.

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

• Proven track record in driving digital initiatives and streamlining business processes.

• Excellent leadership, communication, and interpersonal skills.

• Ability to manage multiple projects and priorities in a fast-paced environment. As the Head of Customer Success, Last Mile Operations, and Digitalization at Zeiss Vision Care in India, you will be responsible for driving the company's growth trajectory by ensuring operational excellence, strong last mile execution, exceptional customer satisfaction, and digital enablement across the commercial value chain. Your role will involve strategic planning, last mile operations, customer success management, digital focus, stakeholder collaboration, and business excellence and capability building.

Role Overview: In this pivotal role, you will play a key part in spearheading the digital transformation of the Vision Commercial function. Your strategic thinking, operational skills, and customer-centric mindset will be crucial in supporting and scaling the business effectively.

Key Responsibilities: - Strategic Planning and Execution: - Develop and implement business strategies, plans, and procedures to support company growth.
- Ensure efficiency, quality, and cost-effective management of resources.
- Define and monitor customer experience metrics and implement continuous improvement programs.

• Last Mile Operations & Customer Experience: - Own last-mile operations covering delivery, installation, commissioning, and service responsiveness.

- Design and strengthen last-mile operating models for different markets.
- Partner with logistics providers and internal teams to ensure consistent service quality.
- Enable rapid support for new product launches and channel expansion.

• Customer Success Management:

- Develop and implement customer success strategies to enhance satisfaction and loyalty.
- Lead customer service teams to ensure high satisfaction and issue resolution.
- Build op