Customer Experience Manager

7 days ago


Noida, Uttar Pradesh, India IDCUBE Full time

About the Role

We are seeking a highly motivated Customer Experience Manager to join our team at IDCUBE Identification Systems Private Limited. As a key member of our operations team, you will be responsible for managing and enhancing our Net Promoter Score (NPS) processes.

The ideal candidate will have previous experience in NPS management, excellent communication skills, and a customer-centric mindset. You will work closely with internal teams, including sales, customer service, and marketing, to address customer concerns and improve the overall customer experience.

Key Responsibilities:

  • Maintain and regularly update the customer database to ensure accurate information for NPS outreach.
  • Call customers to gather feedback via NPS surveys, ensuring accurate and meaningful data collection.
  • Analyze NPS results and provide insights to the relevant teams to drive continuous improvement.
  • Coordinate with internal teams to address customer concerns and improve the overall customer experience.
  • Collaborate with external stakeholders, if required, to gather and act on customer feedback.
  • Monitor and track the company's NPS score, working proactively to identify areas for improvement.
  • Prepare and present NPS reports to senior management, highlighting trends and actionable insights.
  • Ensure timely follow-up on customer feedback and work with relevant teams to implement improvements based on the survey results.

Qualifications and Requirements:

  • Bachelor's degree in business, marketing, communications, or a related field.
  • Minimum of 2 years of experience in NPS management or a related role.
  • Strong written and verbal communication skills, with the ability to engage effectively with customers and internal teams.
  • Excellent organizational and time-management skills.
  • Strong analytical skills, with the ability to interpret NPS data and generate actionable insights.
  • Experience working with CRM systems and maintaining customer databases.
  • Ability to work in a collaborative team environment and manage relationships with various stakeholders.
  • Customer-focused mindset with a proactive approach to improving customer experience.

Salary Information

We offer a competitive salary of $60,000 per annum, depending on qualifications and experience. In addition, we provide a range of benefits, including health insurance, retirement plan, and paid time off.

About IDCUBE

IDCUBE Identification Systems Private Limited is a global software company with offices in the USA, UAE, Malaysia, and India. We specialize in delivering on-prem and cloud-based physical security platforms to distributors and system integrators. Our solutions are backed by an impressive track record of over 4500 successful product case studies from more than 20 countries.



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