MUMBAI: FMCG Personal Care Brand WOW Skin Science on Monday appointed Gaurav Jain as vice president, customer delight.

Jain will design, execute and monitor various scalable processes and NPS improvement projects. He will work closely with the numerous stakeholders and curate strategic initiatives to build and strengthen Customer Experience across several touchpoints, said the company.

Hitherto, Jain worked at Coach as the AOL and Senior TL at Accenture. He has also worked as the deputy general manager and assistant general manager in Times Internet Limited and Videocon respectively. Previously, Jain has lent his expertise as a member experience head at eBay and executed diverse improvement projects across all transaction points with Dominos India. Having a vast experience of 19 years, he has also worked in Stakeholder Management across various geographies in the European Union and APAC. 

Elaborating on his new role, Jain says, “It is often said that the ‘Customer is king’ and my responsibility will be to amplify the customers' needs and preferences through a 360-degree approach. End-to-end experience management will be inducted to ensure that from the time the product is purchased by the customer till the time it is delivered, this journey is seamless, smooth, and coherent. This will not only add value to our customer base but also reinforce the brand in this domain.”

WOW Skin Science co-founder Manish Chowdhary states, “I am pleased to welcome Gaurav Jain to the WOW family. We always want to WOW the customers throughout their journey with us and it is crucial that we stay consistent across channels and platforms. With his vast experience and deep understanding of customers coupled with his customer-first mantra, we will be able to redefine our customer journey from start to end and set a new benchmark for ourselves and for the industry at large."