Job Description

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A Customer Centricity Manager is responsible for ensuring that a company places its customers at the forefront of its operations, products, and services. The job profile typically includes:

1. Customer Strategy Development: Developing and implementing strategies to enhance the customer experience and satisfaction. Develop processes that will drive customer centricity across functions

2. Cross-Functional Collaboration: Collaborating with functions that have customer touchpoints (e.g. marketing, sales, product development, finance, logistics, customer service, project management, etc) to align functional strategies with customer-centric goals.

3. Customer Journey Mapping: Creating and maintaining customer journey maps to improve touchpoints and interactions.

4, Customer Feedback: Collecting and analyzing customer feedback from various touchpoints / surveys to make data-driven decisions

5. Data Analysis: Analyzing customer data to identify trends, preferences, and areas for improvement in customer experience

6. Market Research: Staying updated on market trends and competitive analysis to better serve customer needs

7. Technology Implementation: Implementing customer-centric technology solutions and tools.

8. Problem Solving: Resolving customer issues and finding solutions to enhance the overall customer experience.

9. Acting as a nodal point for issues that may be assigned to different functions.

10. Employee Training: Training employees on the importance of customer-centricity and best practices.

11. KPI Monitoring: Establishing and tracking key performance indicators (KPIs) related to customer satisfaction and loyalty.

12. Communication: Ensuring a clear and consistent communication strategy with customers.

13. Change Management: Leading cultural and organizational changes to make the company more customer-focused.

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