Euronics - Customer Experience Manager

3 weeks ago

Gurgaon, Haryana, India Ms Euronics Industries Pvt Ltd Full time

Company Description:

Euronics, founded in 2002, specializes in innovative products and services for public washroom automation accessories.

The company has grown to become the largest selling brand in this segment in India, and expanded into industrial and entrance accessories in 2006.

With 30+ offices across India, 4 international offices, and a workforce of over 500, Euronics collaborates with top-tier clients across IT, hospitality, commercial buildings, and more.

Euronics continues to focus on product innovation and technology integration in its processes to maintain its leadership.

Key Purpose:

Own the end-to-end experience of B2B customers from first interaction to post-installation ensuring seamless service, faster response times, and high levels of customer Experience Strategy:

- Design and implement a customer experience roadmap across key touchpoints: pre-sales, delivery, installation, and support.

- Work closely with sales, service, and operations teams to build a customer-obsessed culture.

- Define CX metrics (NPS, CSAT, response time) and drive Support:

- Coordinate with inside and project sales teams to ensure accurate, timely responses to client queries.

- Assist in client onboarding, site readiness guidance, and documentation support.

- Manage escalations or delays even before the sale is closed.

After-Sales Experience:

- Ensure seamless coordination between service engineers, CRM, and customers post-installation.

- Track and monitor complaint resolution TATs, and proactively engage in delay cases.

- Develop SOPs for customer interaction at every touchpoint, especially during Delight Programs:

- Run proactive engagement programs like feedback calls, check-in messages, thank-you kits, etc.

- Organize periodic customer experience audits and surprise checks.

- Capture testimonials, case studies, and referrals from delighted Coordination:

- Bridge communication gaps between sales, logistics, assembly, and service.

- Lead weekly internal CX reviews to address repeat pain points or high-friction & Insights:

- Analyze CX data and share dashboards with management on experience trends.

- Convert complaints into insights and drive systemic fixes.


Key Skills & Qualities:

- Strong understanding of B2B customer lifecycle.

- Excellent coordination, empathy, and communication skills.

- Problem-solving mindset with a bias for action.

- High ownership and attention to detail.

- Familiarity with CRM tools, ticketing systems, and customer feedback tools.

Experience: 4-7 years in customer experience, client servicing, or operations roles preferably in manufacturing, tech products, or B2B services.

(ref:iimjobs.com)

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