Manager - Consumer Experience/Customer Service

Customer Experience Manager

Mumbai, India

The Customer Experience Manager will be responsible for designing, implementing, and optimizing strategies that improve customer satisfaction, loyalty, and engagement. The role requires strong leadership, strategic thinking, and the ability to drive cross-functional collaboration to create outstanding customer journeys.

- Develop and implement a comprehensive customer experience strategy across all touchpoints.

- Monitor and improve customer satisfaction metrics (CSAT, NPS, etc.) to ensure alignment with company goals.

- Lead and inspire a team of customer service and support professionals, driving performance through coaching and mentorship.

- Work closely with product, marketing, and sales teams to ensure a seamless and consistent experience throughout the customer lifecycle.

- Analyze customer feedback, data, and insights to identify trends and opportunities for improvement.

- Design and implement customer loyalty programs, and enhance customer retention initiatives.

- Manage escalations and resolve complex customer issues with effective solutions.

- Stay updated on industry trends, competitor offerings, and best practices in customer experience.

- Develop and track key performance indicators (KPIs) for customer experience initiatives and report on progress to senior leadership.

- Foster a customer-centric culture across the organization, ensuring that customer satisfaction is at the core of every decision.

- MBA from a reputed institution.

- 7-15 years of experience in customer experience management or related roles, with a proven track record of driving improvements in customer satisfaction and loyalty.

- Strong understanding of customer journey mapping, experience design, and customer feedback management.

- Expertise in analyzing customer data and using insights to inform strategy.

- Excellent communication, presentation, and interpersonal skills.

- Ability to lead cross-functional teams and collaborate effectively across departments.

- Experience with customer service technologies, CRM systems, and customer analytics tools.

- Strong problem-solving abilities and a proactive approach to customer satisfaction.

- Leadership skills with the ability to motivate and guide teams towards achieving high performance.

- Prior experience in managing large-scale customer experience initiatives is a plus.