Experience Leader

1 week ago

Gurgaon, Haryana, India beBeeCustomer Full time ₹ 18,00,000 - ₹ 25,00,000

Customer Experience Manager Role

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This position involves designing and implementing a customer experience roadmap to ensure seamless service, faster response times, and high levels of customer satisfaction.

The ideal candidate will have strong understanding of the B2B customer lifecycle and excellent coordination, empathy, and communication skills.

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Key Responsibilities:

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  • Design and implement a customer experience roadmap across pre-sales, delivery, installation, and support touchpoints.\
  • Work closely with sales, service, and operations teams to build a customer-obsessed culture.\
  • Define CX metrics (NPS, CSAT, response time) and drive improvements.\
  • Coordinate with inside and project sales teams to ensure accurate, timely responses to client queries.\
  • Assist in client onboarding, site readiness guidance, and documentation support.\
  • Manage escalations or delays even before the sale is closed.\
  • Ensure seamless coordination between service engineers, CRM, and customers post-installation.\
  • Track and monitor complaint resolution TATs, and proactively engage in delay cases.\
  • Develop SOPs for customer interaction at every touchpoint, especially during installations.
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Delight Programs:

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  • Run proactive engagement programs like feedback calls, check-in messages, thank-you kits, etc.\
  • Organize periodic customer experience audits and surprise checks.\
  • Capture testimonials, case studies, and referrals from delighted customers.
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Coordination & Insights:

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  • Bridge communication gaps between sales, logistics, assembly, and service teams.\
  • Lead weekly internal CX reviews to address repeat pain points or high-friction areas.\
  • Analyze CX data and share dashboards with management on experience trends.\
  • Convert complaints into insights and drive systemic fixes.
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Requirements:

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  • Strong understanding of B2B customer lifecycle.\
  • Excellent coordination, empathy, and communication skills.\
  • Problem-solving mindset with a bias for action.\
  • High ownership and attention to detail.\
  • Familiarity with CRM tools, ticketing systems, and customer feedback tools.\
  • 4-7 years of experience in customer experience, client servicing, or operations roles preferably in manufacturing, tech products, or B2B services.
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Benefits:

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  • Opportunity to work with a leading company in public washroom automation accessories.\
  • Chance to develop a customer-obsessed culture within the organization.\
  • Collaborative team environment with opportunities for growth and learning.

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