Customer Experience Manager

1 month ago

india Sid's Farm Full time

Job Description:



Have you always dreamed of joining a company where you can drive your vision with total ownership? Welcome to Sid's Farm


We at Sid's Farm believe that people do their best when you empower them to make the right decisions. We are obsessed with creating and delivering the best dairy products that humans can make. We would like someone to be part of the journey to help our customers understand the need to enjoy quality products as well as to provide the necessary service during the lifecycle.


Job Location: Hyderabad (Preference to candidates living in the Greater Hyderabad Area or who could move here immediately)


Role: Customer Experience Manager


Responsibilities:


  • Build teams and processes that are obsessed with providing excellent customer experience.
  • Leading customer experience team to achieve key qualitative and quantitative metrics
  • Develop capable teams that are well-versed with product and process knowledge to answer any customer queries and resolve issues.
  • Develop and execute initiatives to improve the customer experience and build brand loyalty by building teams that provide exceptional customer experience.
  • Cascade customer feedback at various levels of granularity to respective teams - Sales, Supply Chain, Payments, Production, Quality, Procurement.
  • Establish KPIs to diligently track team performance and motivate them to continuously set and achieve new boundaries. Some of the current key metrics are NPS, CSAT, FRT, AHT, etc.
  • Lead, train, and coach the new customer experience team
  • Perform in-depth data analysis to understand patterns in team performance, customer queries, their issues, and our resolution process to ideate and execute Solutions that result in providing the most empathetic customer service. 


Requirements:


  • Must: 3-8 years of experience in a customer experience role or similar roles
  • Nice-to-have: 3-5 years of app-based D2C FMCG sales experience (Preferably in diary/agri-tech industry)
  • Extremely sharp analytical skills
  • Natural ability to motivate people
  • Obsession with customer experience
  • Excellent verbal and written communication skills
  • Proven ability to hustle and manage multiple work streams effectively.


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