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Manager - Customer Experience

3 months ago

Bengaluru, Karnataka, India Flipkart Full time

Manager - Customer Experience



RESPONSIBILITIES:


  • Driving the Net Promoter Score (NPS) for Customer Experience initiatives for the zone. Responsible for onfield execution of crossfunctional, customer, and seller experience projects enhancing C-NPS
  • Manage and develop Customer experience initiatives, executing strategies for the entire customer and seller journey, collaborating across the organization to enhance the experience
  • Accountable for end-to-end project management and delivery of Customer and Seller experience projects, tracking and delivering projects on time with evaluation of time/cost/quality
  • Managing and coordinating with internal and external stakeholders effectively
  • Process mapping, gap identification, and service excellence strategies implementation at the hub level through collaboration with Ops and Experience coaches
  • Identify Customer and Seller improvement opportunities and collaborate with business for actions
  • Monitor standards, ethics, and performance adherence, collaborating with state/regional leaderships
  • Collaborate with Cluster Ops, Training, HR, Design, and other support functions for enhanced experience of internal and external customers
  • Ownership of Customer and Seller experience metrics (NPS, CSAT, FAKE, ESCALATION) and achieving AOP targets, addressing escalations and requirements
  • Respond to adhoc requests for data/insights to support business needs
  • Report key NPS drivers for each major experience lever and manage end-to-end
  • Mentor team, managing MIS, Projects, Routines, Periodical Reviews closely, grooming successors, and ensuring team E-SAT