General Manager – Contact Centre

**Role Overview** GM – Contact Centre is responsible for shaping and driving the strategic vision of the Contact Centre as a core pillar of Croma’s customer experience ecosystem. The incumbent acts as a CX architect, ensuring that the Contact Centre becomes a source of customer insight and a catalyst for customer‑backward transformation across the organization. The role leads omnichannel support strategy (voice, digital, chat, social, messaging), and embeds a unified service philosophy that strengthens customer trust and loyalty. **Key Responsibilities** Contact Centre Strategy \& Transformation * Define the long‑term CX strategy for the Contact Centre aligned to organizational priorities. * Design and lead customer‑backward journeys, ensuring frictionless support across all touchpoints. * Build the Contact Centre as a Customer Insight Hub, institutionalizing VoC analytics, insights reporting, and action loops for business teams. * Drive adoption of AI, automation, and digital self‑service to improve speed, consistency, and cost efficiency. Omnichannel Service Delivery \& Experience Management * Oversee end‑to‑end service delivery across voice, chat, email, social, message, and in‑app support. * Own and deliver unified CX KPIs including CSAT, First Contact Resolution, TAT, Escalation Rate and NPS contribution. * Provide strategic oversight on the escalation management framework, ensuring issues with high‑impact are resolved swiftly and systemic patterns are converted into structural improvements across journeys and partner operations. * Implement experience quality frameworks, including call quality, journey quality, and experience assurance audits. * Drive experience‑focused interactions across all channels to enhance trust and strengthen brand loyalty. Governance, Performance Management \& Experience Reliability * Build a strong governance mechanism across all channels, zones, and service partners to ensure consistent experience delivery and a disciplined risk‑control framework. * Lead performance and governance reviews with outsourced partner leadership, driving accountability on KPIs, experience standards, and structural improvements. * Drive cross‑functional collaboration with Stores, SCM, Digital, ZipCare, Marketing, Product and Tech on CX\-defining initiatives, anchoring a unified change‑governance mechanism for platform enhancements, integrations, and automation priorities. * Lead capability development with support partners, ensuring maturity in processes, staffing excellence, experience consistency, and alignment to evolving CX standards. Leadership, Culture, and Capability Building * Lead, mentor, and inspire a high\-performing team of CX professionals and partner leaders. * Foster a customer\-centric culture that drives empathy, problem\-solving, and proactive ownership. * Institutionalize a continuous improvement engine — RCA frameworks, systemic fixes, experience enhancements, and capability building. * Strengthen team effectiveness through coaching, skill programs, knowledge frameworks, and digital fluency initiatives. * Drive workforce planning for scale, efficiency, and capability diversification