Customer Experience Manager

11 hours ago

Gurgaon, Haryana, India Stanza Living Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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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