Customer Experience Manager

4 days ago

Kozhikode, Kerala, India Make Your Own Perfume [MYOP] Full time ₹ 90,000 - ₹ 1,20,000 per year

load_list_page(event)"> Job listingJob detailsJob InformationIndustry RetailDate Opened 08/23/2025Salary Above 45000Job Type Full timeWork Experience 4-5 yearsCity CalicutState/Province KeralaCountry IndiaZip/Postal Code 673014Job DescriptionRole OverviewAs the CX Manager, you will own the end-to-end customer journey—ensuring seamless,personalized experiences across WhatsApp, email, social media, website, and post-purchase touchpoints. You will build strong processes, leverage data for continuousimprovement, and work closely with marketing, operations, and product teams to deliver anexceptional brand experience.Key Responsibilities Map and continuously optimize the customer experience from awareness toadvocacy. Identify pain points and create moments that surprise & delight customers. Lead the customer support team to deliver fast, empathetic, and personalizedresponses. Oversee WhatsApp, email, and social media query resolution with clear SLAs. Implement personalization protocols for engraving requests, order changes, andgift customizations. Collect and analyze customer feedback to influence product and processimprovements. Track key CX metrics: NPS, CSAT, repeat purchase rate, average response time. Share actionable insights with leadership to guide brand and product strategy. Own the CRM and CX automation tools to ensure smooth, personalized customerinteractions. Work with tech and marketing to create automated yet human-like experiences.Requirements 4–5 years of experience in Customer Experience, Customer Success, or similarrole (premium/luxury/FMCG/e-commerce background preferred). Strong understanding of CX best practices, CRM systems, and automation tools(WhatsApp API, BIK, etc.). Excellent communication skills in English and Malayalam (Hindi is a plus). Ability to balance empathy with data-driven decision-making. A knack for storytelling and building emotional brand connections. Comfortable working in a fast-paced, growth-stage startup 4–5 years of experience in Customer Experience, Customer Success, or similarrole (premium/luxury/FMCG/e-commerce background preferred). Strong understanding of CX best practices, CRM systems, and automation tools(WhatsApp API, BIK, etc.). Excellent communication skills in English and Malayalam (Hindi is a plus). Ability to balance empathy with data-driven decision-making. A knack for storytelling and building emotional brand connections. Comfortable working in a fast-paced, growth-stage startup Ensure brand voice consistency across all customer-facing communications.check(event) ; career-website-detail-template-2 => ,meta)" mousedown="lyte-button => check(event)" final- final-class="lyte-button lyteBackgroundColorBtn lyteSuccess" lyte-rendered="">

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