Snapdeal Gets A Chief Customer Experience Officer

by CXOtoday News Desk    Apr 30, 2015

snapdeal

E-commerce major Snapdeal has hired former Bharti Airtel executive Jayant Sood, as Chief Customer Experience Officer (CCO). In his new role, Sood will be responsible for streamlining the company’s customer service operations to deliver world-class experience to customers.

Sood comes with over 25 years of experience in the industry. He was working as Chief Service Officer with Bharti Airtel for the last 5 years and prior to that worked at American Express for 20 years in various senior positions, managing large scale operations delivery, business transformation, change management and customer experience both within India and across International markets.

Snapdeal is overhauling its management team by aggressively hiring executives from outside as it seeks to build a senior leadership team that can help it compete more effectively with Flipkart and Amazon India, according to a Live Mint report, which also hinted that Sood could come on board prior to the announcement. Last month, Snapdeal appointed Idi Srinivas Murthy, a former Coca Cola India marketing director, as its new marketing head.

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A Chartered Accountant from the Institute of Chartered Accountants of India, Sood, stated that Snapdeal has seen unprecedented growth in the last 3 years and is undoubtedly the fastest growing e-commerce company in the country.  “I am thrilled to be a part of this young and dynamic team, and look forward to raising the bar for Customer Service in the industry. We are on the road to build world class customer service operations at Snapdeal that will lay the foundation for best in class customer experience,” he said.

On Sood’s appointment, Rohit Bansal, Co-founder,Snapdeal said, “Ours is a customer focused company and all our initiatives have been towards bettering customers’ experience on our platform. We are delighted to have Jayant on-board and are confident that under his strong leadership the company will be able to augment and further strengthen its customer service offerings.

Jayant’s deep understanding of customer service best practices across diverse geographies will help us drive successful consumer engagements focusing on loyalty, satisfaction and retention.”

Earlier this month Snapdeal bought mobile recharge service Freecharge for an estimated $450 million in the biggest ever deal in the country’s start-up domain, stating that it can sell products and services to millions of users who currently use the Internet company only to recharge their mobile phones.