Customer Experience Strategist

1 month ago


Mumbai, Maharashtra, India Godrej & Boyce Mfg. Co. Ltd. Full time
Unlock Customer Delight

About the Role:

We are seeking a seasoned CX Strategist to spearhead our digital transformation initiatives, driving customer experience excellence across our organization.

About You:

  • 15 years of experience in customer management roles, customer experience, customer success, or related fields, preferably in the consumer goods industry.
  • MBA in Marketing - Full Time
  • Proven track record of designing and implementing successful customer experience strategies in consumer goods/durables/retail organizations.

Key Responsibilities:

  1. Lead initiatives that enhance the overall Customer experience by understanding and mapping the customer journey, identifying critical touchpoints and pain points along the same, and design solutions to deliver connected and consistent experiences across all touchpoints and across BUs.
  2. Collaborate with cross-functional teams to develop and implement solutions that eliminate any friction along the journey and drive customer satisfaction, loyalty, advocacy, and Customer's Lifetime Value.
  3. Define and monitor key customer experience KPIs, including NPS, CSAT, and customer retention rates.

What We Offer:

  • A competitive salary of ₹30,00,000 per annum
  • A dynamic work environment that fosters growth and innovation
  • The opportunity to make a meaningful impact on customer experience excellence

Our Company:

Godrej & Boyce Mfg. Co. Ltd. is a diversified conglomerate with robust processes that form the foundation of seamless functioning. With the rapid growth of digital technologies, our Digital function aims to strengthen the digital ecosystem by collaborating with all stakeholders to achieve cost reduction, efficiency, productivity gains, and superior customer experience.



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