Customer Experience Manager

1 day ago

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

  • Industry Retail
  • Date Opened 08/23/2025
  • Salary Above 45000
  • Job Type Full time
  • Work Experience 4-5 years
  • City Calicut
  • State/Province Kerala
  • Country India
  • Zip/Postal Code 673014

Job Description
Role Overview
As 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 continuous

improvement, and work closely with marketing, operations, and product teams to deliver an

exceptional brand experience.

Key Responsibilities
 Map and continuously optimize the customer experience from awareness to

advocacy.

 Identify pain points and create moments that surprise & delight customers.

 Lead the customer support team to deliver fast, empathetic, and personalized

responses.

 Oversee WhatsApp, email, and social media query resolution with clear SLAs.

 Implement personalization protocols for engraving requests, order changes, and

gift customizations.

 Collect and analyze customer feedback to influence product and process

improvements.

 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 customer

interactions.

 Work with tech and marketing to create automated yet human-like experiences.

Requirements
 4–5 years of experience in Customer Experience, Customer Success, or similar

role (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 similar

role (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.

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