CX - Strategy & Program Manager

3 days ago

Bengaluru, Karnataka, India Curefit Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Summary: As Strategy & Program Manager - Customer Experience, you will lead the design and implementation of strategies to enhance our brand's interaction with customers. You will collaborate closely with cross-functional teams to create seamless experiences that drive engagement, loyalty, and business growth. Key Responsibilities:

  • Develop and execute customer experience (CX) strategies, ensuring alignment with business objectives and customer needs.
  • Continuously identify new problem statements, identify key customer pain points, deep dive into data, come up with robust analysis and propose solutions to improve customer experience.
  • Lead and execute projects end to end that improve key member-impacting metrics.
  • Establish, monitor and report KPIs to measure success of customer experience initiatives.
  • Design and optimize the end-to-end customer journey, from initial contact through post-purchase support, leveraging customer insights and data-driven decision-making.
  • Collaborate with product, analytics, marketing, operations, growth, franchise partner and customer support teams to integrate CX principles into all aspects of the business.
  • Own key CX metrics (e.g., NPS, post session feedback) to measure the effectiveness of CX initiatives and identify areas for improvement.
  • Work towards fundamentally solving customer experience breaks through product, process or policy interventions.

Qualifications and Skills:

  • Bachelor's degree in Business, Engineering, or a related field (Master's degree preferred).
  • 1-3 years of work experience in program management, with a focus on customer experience improvement.
  • Ability to lead and collaborate with cross-functional stakeholders, prioritize high impact activities, and work on complex projects.
  • Good project management skills to drive and keep multifunctional projects on track with clearly defined success metrics.
  • Excellent written and verbal communication skills, negotiation, and interpersonal skills with a customer-centric approach.
  • Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
  • Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word), and other relevant business tools.
  • Willingness to travel to fitness centers occasionally as needed.

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