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Customer Experience Manager
4 weeks ago
Job Title: Customer Experience Manager
Location: BTM Layout, Bangalore
Department: Customer Success / Customer Service
Experience in BFSI Sector is mandatory
CTC: Upto 13 LPA
Job Summary:
The Customer Experience Manager will be responsible for overseeing the entire customer journey, ensuring that customer interactions with the company are positive, and addressing areas of improvement. The CEM will collaborate closely with different departments to optimize processes and drive initiatives that enhance customer satisfaction, loyalty, and overall experience.
Key Responsibilities:
- Call Centre Management:
Manage the entire process of the contact center
Handle Training
Analysis.
Quality assessment
Coordination with call centre team.
- Customer Journey Mapping:
Develop, maintain, and refine detailed customer journey maps to understand customer needs, pain points, and expectations at every stage.
Identify key touchpoints where the company can enhance customer satisfaction.
- Customer Feedback Management:
Collect, analyze, and interpret customer feedback from various channels (surveys, reviews, social media, etc.).
Design and implement customer satisfaction surveys, Net Promoter Score (NPS) tracking, and other feedback mechanisms.
Take action based on feedback to continuously improve customer service and overall experience.
- Cross-Functional Collaboration:
Work closely with product, sales, marketing, and customer service teams to ensure consistency and quality across all customer interactions.
Act as the voice of the customer within the organization, driving cross-departmental initiatives that improve the overall customer experience.
- Process Improvement:
Identify areas for improvement within customer support processes, policies, and communication.
Implement process improvements and training programs that drive efficiency and enhance the customer experience.
- Data-Driven Insights:
Analyze customer experience data to track trends, identify root causes of issues, and generate actionable insights.
Provide regular reports on customer satisfaction metrics and make recommendations for improving customer experience KPIs (Key Performance Indicators).
- Customer Retention & Loyalty:
Develop strategies to enhance customer retention and build long-term customer loyalty.
Design and oversee loyalty programs, referral programs, and other customer engagement strategies.
- Team Leadership & Development:
Manage a team of customer experience specialists or support staff (The team is outsourced)
Provide leadership, coaching, and professional development opportunities to ensure the team delivers high-quality customer interactions.
Required Qualifications:
- Education:
Bachelor’s degree in Business Administration, Marketing, Customer Service, or a related field.
- Experience:
5+ years of experience in customer experience, customer service management, or a similar role.
Experience in Customer Success within the BFSI Sector is mandatory
Proven track record of implementing customer experience improvements and managing customer feedback programs.
- Skills:
Strong understanding of customer journey mapping and customer experience strategy.
Excellent communication, interpersonal, and problem-solving skills.
Analytical mindset with experience using data to drive decision-making.
Proficiency with customer relationship management (CRM) software, feedback tools, and analytics platforms.
Ability to lead and motivate a team while working cross-functionally with other departments.
Preferred Qualifications:
- Familiarity with customer experience methodologies such as NPS, CSAT, and Customer Effort Score (CES).
- Experience in managing loyalty or retention programs.
Personal Attributes:
- Customer-centric mindset with a passion for delivering exceptional service.
- Strong leadership abilities and a collaborative approach.
- Strategic thinker with a proactive attitude toward problem-solving and process improvement.
This role is critical for fostering customer satisfaction and creating a culture of continuous improvement across all customer interactions, helping to ensure long-term customer retention and business growth.
