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Customer Experience Manager

1 month ago

Bengaluru, Karnataka, India Pinkerton Full time

Job Summary:

The Customer Engagement & Experience Manager will be responsible for developing and implementing strategies to enhance customer satisfaction and drive engagement. This role will involve creating seamless and positive customer experiences, building strong relationships between Pinkerton and its customers, and analyzing customer feedback to identify areas for improvement.

Key Responsibilities:

  • Represent Pinkerton's core values and develop a customer experience strategy that aligns with the company's objectives.
  • Design and oversee customer engagement initiatives, including customer feedback systems and reach-out activities.
  • Analyze customer feedback and data to identify trends and areas for improvement.
  • Work closely with business teams and stakeholders to ensure a unified and consistent customer experience.
  • Develop and implement programs to enhance customer satisfaction and drive engagement.
  • Collaborate with the Learning & Development team to improve customer service and support customer-centric practices.
  • Conduct guardforce training on customer service delivery.
  • Establish and monitor key performance indicators related to customer engagement and experience.

Requirements:

  • Bachelor's degree with three to five years of experience in a customer success/engagement related role.
  • Excellent written and verbal communication skills.
  • Able to build respectful and trusting relationships with customers and internal teams.
  • Customer focused and results driven.
  • Able to analyze roadblocks or pain points and recommend solutions.

Working Conditions:

This role requires the physical and mental capacity to effectively perform all essential functions, including regular computer usage, occasional reaching and lifting of small objects, and frequent sitting.