- Set up SOPs for customer care to monitor pre and post-sales calls, check the quality of interaction, and provide necessary training. -Track customer experience parameters including NPS, mystery shopping, and other metrics. - Recruit and lead a team of data analysts to mine customer data; liaison with vendors and partners for deriving actionable insights. - Work with the IT teams and other stakeholders to source, implement, and ensure the proper use of an effective CRM platform to execute the strategy. - Monitor the voice of customers, track the customer responses in identified key business areas, and develop a proactive complaint resolution infrastructure.