Customer Experience Manager
2 days ago
Key Responsibilities :
- Create and implement a clear vision and roadmap for delivering world-class customer experience.
- Own the customer journey end-to-end, mapping touchpoints and analyzing feedback across channels (chat, tele-calling, etc.).
- Define, track, and cascade CX metrics including CSAT, NPS, and retention across the organization.
- Proactively identify risks and failure points and collaborate with product, operations, and growth teams to resolve them.
- Lead escalation management and ensure effective service recovery.
- Partner with the operations design team to drive continuous improvement in SOPs and service standards.
- Build and manage strong stakeholder relationships across internal teams to drive alignment on CX priorities.
- Act as a leader and change agent, fostering a culture of customer obsession throughout the organization.
Skills Required:
- Proven experience in customer-facing roles with exposure to CX metrics (NPS, CSAT, retention).
- Strong stakeholder management and cross-functional collaboration skills.
- Deep understanding of quality metrics and experience in auditing operational processes.
- Demonstrated ability to evaluate and implement processes to improve efficiency and team performance.
- Strong leadership, ownership, and bias for action to deliver at scale.
- Excellent communication skills (both verbal and written).
- Customer empathy with the ability to act as the voice of the customer for the organization.
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