Customer Experience Manager

1 day ago


Gurugram, India CARS24 Full time

What will you drive?

Grievance Handling & Resolution:

  • Own end-to-end grievance management with targets on TAT, CSAT, FCR, reopen and escalation rates. Ensure fast, empathetic resolutions via call center and ticketing platforms.
  • Proactive training and handling of new products & processes for grievance associates and call centre agents- including continuous creation & updation SOPs, FCR scripts, best practices, campaign dispositions/fields, CRM fields etc
  • NPS Ownership:
    Drive NPS survey design, data collection, and analysis. Generate actionable insights from promoters, passives, and detractors to improve products, services, and customer journeys.
  • Customer Insight & Analytics:
    Analyze top complaint categories/sub-categories and initiate process or product improvements. Share regular dashboards and insight reports with stakeholders.
  • Call Quality & Agent Performance:
    Lead call quality audits and scoring to enhance agent effectiveness, FCR, and customer satisfaction. Drive ongoing training and coaching based on quality insights.
  • Reviews & Ratings:
    Monitor and influence online reviews across platforms. Implement initiatives to increase positive ratings and reduce negative feedback through timely intervention and resolution.
  • Vendor Management:
    Manage vendor relationships to ensure compliance and performance against targets
  • Operational Excellence:
    Improve inbound metrics like AHT, FCR, abandon rate, and callback SLAs. Implement automation and best practices to boost overall service efficiency.

Who are we looking for?

  • Overall work-experience of 4+ years with 2+ years of experience in grievance handling/ Call centre inbound operations/ NPS improvement / project management detail oriented
  • Strong verbal and written communication skills
  • Preferred experience in start-up environment
  • Vendor Management experience, especially with call centers
  • Experience of working with CRM tools like Zendesk
  • Proficient in Excel/Gsheet


  • Gurugram, India KIA Full time

    Job Summary We are seeking a results-driven Customer Experience (CX) Program Specialist to lead the design, execution, and optimization of customer experience initiatives across the organization. This role will play a pivotal part in enhancing dealership-level CX practices, managing nationwide Mystery Shopping programs, and driving cross-functional...


  • Gurugram, India Sova Health Full time

    About Sova Health Sova Health is India's first microbiome company, building science-driven, tech-enabled solutions for personalized nutrition and preventive health. We are committed to transforming the way people understand and improve their health through data, diagnostics, and actionable insights. Role Overview As aCustomer Experience & Strategy Associate,...


  • Gurugram, Sector, India The House of Abhinandan Lodha Full time ₹ 14,00,000 - ₹ 28,00,000 per year

    Purpose of the RoleAs a Customer Experience Manager (CEM), you are the face of HoABL to our customers a strategic partner who balances empathy with execution, and service with sales. Youll own the relationship across a portfolio of ~250 high-value customers, contributing to 120 Cr in collections and 30 Cr in new business generation annually.Key...


  • Gurugram, India AGRIM Full time

    About AGRIM AGRIM is a fast-growing B2B agri-inputs marketplace, redefining how agri-retailers and farmers access quality products. We are scaling rapidly and looking for aCustomer Experience Leadto own and drive our CX charter end-to-end. Role Overview We are seeking a highly customer-obsessed professional to lead AGRIM'sCustomer Experience agenda. This is...


  • Gurugram, India Artsy Experience Full time

    We're hiring an Event & Studio Operations Manager to take charge of both studio preparations and on-ground execution at our live gifting stations. This is a hands-on role requiring organization, energy, and a helping nature. In the Studio (Pre-Event): Organize raw materials, bases, labels & packaging. Maintain packing lists, inventory, and accuracy. ...


  • Gurugram, Gurugram, India Artsy Experience Full time

    Job Description Were hiring an Event & Studio Operations Manager to take charge of both studio preparations and on-ground execution at our live gifting stations. This is a hands-on role requiring organization, energy, and a helping nature. In the Studio (Pre-Event): - Organize raw materials, bases, labels & packaging. - Maintain packing lists, inventory,...


  • Gurugram, India Weekday AI Full time

    This role is for one of the Weekday's clients Salary range: Rs Rs ie INR 30-70 LPA)Min Experience: 5 years Location: Gurugram, NCR JobType: full-time We are seeking a highly motivated and customer-centric professional to join our leadership team as Customer Experience Head. This role is pivotal in shaping, managing, and elevating the customer experience...


  • Gurugram, India Ventures Hrd Centre Full time

    Experience in customer experience management, customer journey mapping.Experience with CRM systems, Sales force, Adobe Experience, data analytics tools & customer feedback mechanisms. Strong analytical skills with the ability to interpret data.


  • Gurugram, India Cumin Co. Full time

    Job Description: Customer Experience Executive Location : Gurugram  Experience : 2+years in Customer Experience/Support / Success  Start Date : Immediate  Apply at: About Cumin Co. At Cumin Co., we're on a mission to redefine the modern Indian kitchen. From our enamel-coated cast iron cookware to our sustainable kitchen organisers, we design products...


  • Gurugram, India Gharaana Full time

    We're looking for a Customer experience Associate to drive customer support and order management for high-value orders (₹1 lakh+) across categories like sofas, beds, dining sets, and more. This is a hybrid role based in Gurgaon, with the flexibility to work remotely 2–3 days a week. You'll engage with our existing customers to guide them through their...