CX Program Manager

3 weeks ago

New Delhi, India United Breweries Ltd. Full time

Key Responsibilities:
Program Management & Pilot Execution
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Anchor the pilot implementation of the new complaints management process across selected regions
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Capture user feedback from both internal teams and external partners (distributors, retailers, consumers) to drive iterative improvements
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Work closely with product/tech partners to ensure platform readiness and continuous feature enhancements
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Develop process SOPs and documentation to support standardized scale-up
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Ensure rapid escalation and resolution in high-impact cases with potential business continuity or reputational risks
Cross-Functional Stakeholder Management
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Coordinate with internal stakeholders (Sales, Supply Chain, Quality, Legal, Marketing, etc.) to ensure closure of complaints within defined SLAs
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Manage external vendor(s) involved in tech platform, call center, analytics to drive agreed deliverables
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Maintain structured governance and follow-ups for issue escalations, decision-making, and interventions
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Push and influence senior cross-functional leaders to take time-sensitive, critical decisions in high-stakes situations
Governance, Dashboarding & Leadership Reporting
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Maintain and continuously update CX dashboards to monitor complaint volumes, issue types, resolution times, and satisfaction metrics
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Prepare executive-level presentations and reports for the CEO, CXOs, and cross-functional leadership teams
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Identify trends, root causes, and improvement opportunities based on data insights
Training & Change Management
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Conduct periodic training sessions for field sales teams, customer service representatives, retailers, distributors, and other key users on the new platform/process
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Build training aids, manuals, and quick-reference guides for end users
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Act as the go-to person for first-level query resolution and onboarding for new users
Key Skills & Competencies:
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Strong program and project management skills
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Ability to manage multiple stakeholders and influence senior stakeholders to take time-sensitive actions and decisions
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Comfortable working with data, Excel, dashboards (Power BI/Tableau preferred)
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Proficient in preparing structured presentations for senior stakeholders
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Excellent verbal and written communication skills
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Adaptable, proactive, and a strong problem-solver
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Proven ability to handle crisis situations and navigate ambiguity with speed and composure
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Experience in driving critical decisions under pressure, with potential financial and reputational implications for the business

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