Customer Experience Manager

3 days ago

New Delhi, India Hoora Full time

Job Title: Customer Experience Manager ( User Conversion & Retention) Location:Trimurti Nagar, Nagpur (On-site) Employment Type:Full-time Experience Required:3–5 yearsin telecalling, telesales, or customer service team management About Hoora: Hoora is India’s leading doorstep car and bike care brand, operating in 60+ cities and serving over 1,00,000+ customers. We are redefining auto-care with innovative tech, eco-friendly solutions, and convenience.Role Overview: We are looking for aCustomer Experience Managerto lead our telecalling team focused on re-engaging users who drop off after installing the app or do not return after their first purchase. This role involves gathering, analyzing, and reporting user feedback to help the management team makedata-driven decisionsthat improve conversion and retention rates. Key Responsibilities: Lead, mentor, and manage ateam of telecallersto re-engage drop-off and non-repeat users. Ensure the team followsstandardized scripts and communication guidelinesfor consistent quality. Collectdetailed and actionable feedbackfrom users. Identifypatterns, recurring issues, and improvement opportunitiesfrom user responses. Prepareclear weekly reportshighlighting findings and recommendations for management. Collaborate withmarketing and product teamsto suggest solutions that improve customer retention. Train the telecalling team toask the right questionsand extract meaningful insights. Requirements: 3–5 yearsof experience managingtelecalling, telesales, or customer service teams. Strong understanding ofuser behavior and customer needs. Excellentcommunication, leadership, and analytical skills. Ability to createconcise, data-backed reportsfor business decision-making. Proficiency inMS Excel/Google Sheetsfor tracking and analysis. Why Join Us: Directly influencecustomer conversion and retentionfor a growing brand. Work closely with marketing and product teams to create impactful changes. Opportunity tobuild and improve customer experience processesfrom the ground up. Working Hours: Monday to Saturday (6Days) - 10AM to 7PM Salary: Competitive and in line with industry standards. The final offer will be based on the candidate’s skills and experience.

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