Marcus Terry
Vice President of Customer Experience Strategy - PhonePe Group of Companies
- Role
- Vice President of Customer Experience Strategy at PhonePe
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Marcus Terry
At the helm of PhonePe\'s customer experience, my tenure has been marked by spearheading initiatives that elevate service quality and customer satisfaction. Through a blend of strategic leadership and a tech-first approach, we\'ve cultivated a strong vendor support ecosystem and partnered closely with product and engineering teams. These collaborations have been instrumental in refining our product platform and driving organizational strategy.Our team\'s dedication to employing advanced technologies and process automation underscores our commitment to delivering an exceptional end-consumer experience. The insights gathered from voice-of-customer and qualitative data are pivotal to continuous product enhancements. In collaboration with our partners, we\'ve successfully deployed innovative solutions that underscore PhonePe\'s position as a leader in customer success.
Experience
Vice President of Customer Experience Strategy
Apr 2019 — Present · Bengaluru, IN
Heading customer experience which includes contact center operations, product operations, customer communication & content, process design and automation, planning and business intelligence.Developing a robust product platform to provide a best in class service for end consumersDeploying a tech and product-first approach to enable customer successPartnering with leadership to drive the right org and functional strategy.Ensuring we have a strong vendor support ecosystem. Partnering with the leading contact centres to provide customers and merchants with the best service offering.Partnering with product and engineering teams to drive product improvements through VOC and input captured from qualitative insight programs.Building out a strong leadership team and driving programs to ensure personal and professional development.Driving the right values and culture across teams; being an ambassador for all things customer experience related.Incorporating the right frameworks that measure both performance and customer experience.NPS program ownership and improvement.
Education
Madras Christian College
B.Com, Commerce, Accountancy, Economics, Business Taxation
Annamalai University
Master's degree, Human Resources Management and Services
2003 — 2006
Skills
- Project Management
- Customer Retention
- Transition Management
- Account Management
- Customer Satisfaction
- Product Management
- Team Building
- Crm
- Customer Service
- Saas
- E-Commerce
- Bpo
- Team Management
- Team Leadership
- Start-Ups
- Business Analysis
- Training
- Business Planning
- Business Development
- Leadership
- Customer Experience
- Outsourcing
- Program Management
- Performance Management
- Key Account Management
- Strategy
- Call Centers
- Cross-Functional Team Leadership
- Sales Operations
- Analytics
- Change Management
- Business Strategy
- Management
- Sales
- Recruiting
- Competitive Analysis
- Vendor Management
- Telecommunications
- Service Delivery
- Operations Management
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