Job Description

Job Summary:

We are looking for a passionate and customer-centric

Customer Experience Manager

to lead initiatives that enhance customer satisfaction, loyalty, and advocacy. You will be responsible for building and improving customer journeys, resolving complex issues, and ensuring a seamless and engaging experience across all touchpoints.

Key Responsibilities:

Customer Journey Mapping:

Analyze and improve the end-to-end customer journey to ensure a consistent and exceptional experience.

Team Leadership:

Manage and mentor a team of customer support or experience agents to deliver high-quality service.

Voice of Customer (VoC):

Gather and analyze customer feedback, complaints, and suggestions to drive continuous improvements.

Cross-functional Collaboration:

Work with product, sales, marketing, and operations teams to resolve customer pain points and implement improvements.

Process Optimization:

Identify bottlenecks in service delivery and implement solutions to enhance speed and quality.

Customer Insights & Reporting:

Monitor KPIs like CSAT, NPS, CES, and churn rate; report on trends and insights to stakeholders.

Crisis Management:

Handle escalations and critical customer issues with a solution-oriented approach.

Training & Quality Assurance:

Develop training programs and quality control standards for the customer-facing teams.

Requirements:

Bachelor's degree in Business, Marketing, Communications, or related field 2-4 years of experience in customer experience, customer success, or service roles (with at least 1 year in a leadership role) Strong knowledge of CRM tools (e.g., Salesforce, Zendesk, HubSpot) Excellent interpersonal, communication, and conflict-resolution skills Analytical mindset with the ability to translate data into actionable insights Proven ability to lead teams and manage customer-facing processes Empathy, patience, and a strong passion for customer satisfaction

Preferred Qualifications:

Experience in [your industry - e.g., SaaS, retail, fintech] Certification in Customer Experience Management (e.g., CCXP) Working knowledge of customer journey mapping tools
Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

Provident Fund
Work Location: In person