Opening - Manager Customer Experience (CX) with - Mumbai

4 days ago

mumbai, India Club Mahindra Full time

Role & responsibilities:1 CX Metrics Management:Oversee and manage key CX metrics, including rNPS (Relationship Net Promoter Score), tNPS (Transactional Net Promoter Score) and CSAT (Customer Satisfaction Score).Monitor and report on these metrics to assess customer sentiment and identify areas for improvement.2 Feedback Analysis and Action Planning:Analyze member feedback to uncover insights, trends, and areas of concern.Develop and implement effective action plans in collaboration with cross-functional teams to address feedback and enhance the customer experience.3 CX Strategy Development:Design and implement a 360-degree customer experience management strategy that integrates audit results, SOPs, and feedback scores.Continuously refine and improve CX processes to elevate customer satisfaction and loyalty.4 Cross-Functional Collaboration:Work closely with various Head Office and resort teams to ensure alignment in CX initiatives and actions.Provide guidance and support to teams in implementing process improvements and best practices based on customer feedback.5 Customer-Facing Process Understanding:Demonstrate a strong understanding of customer-facing processes and bring hands-on experience from direct customer interactions.Ensure that customer-facing teams are equipped to deliver exceptional service aligned with CX goals.6 Data Analysis and Reporting:Utilize data analysis tools to track trends, uncover insights, and make data-driven decisions.Prepare and present detailed reports on CX metrics, feedback analysis, and the impact of implemented action plans.Preferred candidate profile:Min 5 years experience in Process Improvement/ NPS metric improvement/ customer satisfaction in service industryProficient level of expertise in Lean Six Sigma Methodology/ TQM/ QMSHave completed min 3-4 GB and 2 BB Project as a project ownerMin 5 years experience in application of simple statistical tools like 7 QC tools, Control charts, - PMO & sigma levelsLean Six Sigma Black Belt / Green Belt Certified.Experience on quality tool like Minitab.

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    2 weeks ago

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