Customer Experience Manager

2 days ago

Nagpur, 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 years in 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 a Customer Experience Manager to 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 make data-driven decisions that improve conversion and retention rates. Key Responsibilities: - Lead, mentor, and manage a team of telecallers to re-engage drop-off and non-repeat users. - Ensure the team follows standardized scripts and communication guidelines for consistent quality. - Collect detailed and actionable feedback from users. - Identify patterns, recurring issues, and improvement opportunities from user responses. - Prepare clear weekly reports highlighting findings and recommendations for management. - Collaborate with marketing and product teams to suggest solutions that improve customer retention. - Train the telecalling team to ask the right questions and extract meaningful insights. Requirements: - 3–5 years of experience managing telecalling, telesales, or customer service teams. - Strong understanding of user behavior and customer needs. - Excellent communication, leadership, and analytical skills. - Ability to create concise, data-backed reports for business decision-making. - Proficiency in MS Excel/Google Sheets for tracking and analysis. Why Join Us: - Directly influence customer conversion and retention for a growing brand. - Work closely with marketing and product teams to create impactful changes. - Opportunity to build and improve customer experience processes from 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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