CX Program Manager

3 days ago

Bangalore Urban, India United Breweries Ltd. Full time

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

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