Senior Customer Experience Manager

1 day ago

Vijayawada, Andhra Pradesh, India beBeeCustomerService Full time ₹ 90,00,000 - ₹ 1,20,00,000

Job Title: Senior Customer Experience Manager

We are seeking an experienced professional to manage our customer service operations across emerging markets.

About the Role:

  • Develop and implement strategies to enhance customer experience across all channels
  • Manage vendor relationships, drive targets, and optimize processes
  • Monitor key performance indicators (KPIs), including NPS, AHT, case backlogs, and service levels
  • Lead business reviews with vendors on a regular basis
  • Implement process improvements and new functionalities across regions

Key Responsibilities:

  • Drive customer satisfaction and loyalty through effective CS ops management
  • Ensure seamless delivery of premium CS experiences in emerging markets
  • Collaborate with vendors to achieve business objectives

Requirements:

  • Bachelor's degree in Business, Communication, or related field
  • 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
  • Proven track record in managing BPO/vendor operations
  • Expert knowledge in Consumer Service operations and KPI analysis

KPI Focus Areas:

  • NPS (Net Promoter Score) - measuring consumer satisfaction & loyalty
  • AHT (Average Handling Time) - measuring case handling efficiency
  • CSAT, FCR, Service Levels - measuring quality standards

Skills and Qualifications:

  • Strong project management and reporting experience
  • Excellent stakeholder and vendor management skills
  • Ability to adapt quickly in a dynamic environment
  • High proficiency in Excel and reporting dashboards

Skill Upgrades:

  • Hands-on experience with CRM platforms, preferably Salesforce
  • Familiarity with reporting tools like Profit, Leonardo, Gendex

Action Plan:

  • Optimize processes and implement rollouts/new functionalities across regions
  • Manage and support budget planning & cost efficiency
  • Drive continuous improvement initiatives and hold vendors accountable
  • Support people management by guiding vendor team structures & workload efficiency

Your Next Step:

  • Apply your expertise to make a lasting impact on our customer service operations
  • Contribute to driving business results and enhancing customer satisfaction

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