Opening - Manager Customer Experience (CX) with - Mumbai

2 weeks ago

Mumbai, Maharashtra, India Club Mahindra Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Role & responsibilities:

1 CX Metrics Management:

  • Oversee and manage key CX metrics, including rNPS (Relationship Net Promoter Score), tNPS (Transactional Net Promoter Score) and CSAT (Customer Satisfaction Score).
  • Monitor and report on these metrics to assess customer sentiment and identify areas for improvement.

2 Feedback Analysis and Action Planning:

  • Analyze member feedback to uncover insights, trends, and areas of concern.
  • Develop and implement effective action plans in collaboration with cross-functional teams to address feedback and enhance the customer experience.

3 CX Strategy Development:

  • Design and implement a 360-degree customer experience management strategy that integrates audit results, SOPs, and feedback scores.
  • Continuously refine and improve CX processes to elevate customer satisfaction and loyalty.

4 Cross-Functional Collaboration:

  • Work closely with various Head Office and resort teams to ensure alignment in CX initiatives and actions.
  • Provide guidance and support to teams in implementing process improvements and best practices based on customer feedback.

5 Customer-Facing Process Understanding:

  • Demonstrate a strong understanding of customer-facing processes and bring hands-on experience from direct customer interactions.
  • Ensure that customer-facing teams are equipped to deliver exceptional service aligned with CX goals.

6 Data Analysis and Reporting:

  • Utilize data analysis tools to track trends, uncover insights, and make data-driven decisions.
  • Prepare and present detailed reports on CX metrics, feedback analysis, and the impact of implemented action plans.

Preferred candidate profile:

  • Min 5 years experience in Process Improvement/ NPS metric improvement/ customer satisfaction in service industry

  • Proficient level of expertise in Lean Six Sigma Methodology/ TQM/ QMS

  • Have completed min 3-4 GB and 2 BB Project as a project owner

  • Min 5 years experience in application of simple statistical tools like 7 QC tools, Control charts, - PMO & sigma levels

  • Lean Six Sigma Black Belt / Green Belt Certified.

  • Experience on quality tool like Minitab.

  • Inbound Technical Support Representative

    3 days ago

    Mumbai, Maharashtra, India Unified CX Solutions Full time ₹ 15,00,000 - ₹ 28,00,000 per year

    Unified CX Solutions is looking for experienced Call Center Customer Service and Technical Support Representatives to handle Inbound calls from existing Canadian customers.Full-Time positions availableShifts available between 4pm-10am ISTFluent in speaking, writing, and reading English RequiredGreat, secure, premier office located in Goregaon West, Mumbai ...

  • Junior Art Director

    5 days ago

    Mumbai, Maharashtra, India Havas CX Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Location- MumbaiExp- 0-2 yrsJD Summary:An experienced specialist who is responsible for the static/motion creation of advertising campaigns on one or more accounts. May adapt to change in format, media and/or clients' advertising strategies. Coordinates the design and reproduction of the copy with the art and production staff.Job Description:Art Director...

  • Head Customer Experience

    5 days ago

    Navi Mumbai, Maharashtra, India Torrent Diagnostics Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Role & responsibilitiesRole Purpose:To architect and lead the customer experience strategy across Torrent Diagnostics, ensuring a unified, seamless, and emotionally resonant journey for every customer. This role is pivotal in driving brand loyalty, customer satisfaction, and long-term business growth through data-driven insights, digital transformation, and...

  • Lead - Customer Experience

    7 days ago

    Navi Mumbai, Maharashtra, India ICICIDirect Full time ₹ 15,00,000 - ₹ 30,00,000 per year

    Job Responsibilities:To design and deliver a seamless, consistent, and differentiated customer experience across all digital and offline touchpoints, thereby improving customer satisfaction, retentionAnalyze end-to-end journeys (account opening, KYC, trading, fund transfers, support). Identify pain points and opportunities for simplification.Set up feedback...

  • Lead - Customer Experience

    7 days ago

    Mumbai, Maharashtra, India ManipalCigna Health Insurance Company Ltd. Full time ₹ 1,20,000 - ₹ 1,80,000 per year

    We are looking for a highly motivated and customer-focused professional to lead our Customer Experience (CX) initiatives. The role involves designing and executing strategies that enhance customer satisfaction, build loyalty, and drive overall business growth. The ideal candidate will act as the voice of the customer within the organization, ensuring...

  • Lead - Customer Experience

    3 weeks ago

    Navi Mumbai, Maharashtra, India, Maharashtra ICICIDirect Full time

    Job Responsibilities:To design and deliver a seamless, consistent, and differentiated customer experience across all digital and offline touchpoints, thereby improving customer satisfaction, retentionAnalyze end-to-end journeys (account opening, KYC, trading, fund transfers, support). Identify pain points and opportunities for simplification.Set up feedback...

  • Digital Customer Experience Lead

    3 days ago

    Mumbai, Maharashtra, India N53 Tech Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    One of our leading Financial Services clients is looking for a Digital CX (Customer Experience) leader to own the customer experience across our web and mobile platforms. This role is at the intersection of product, technology, and delivery — ensuring our digital channels web, iOS/Android/iPadOS apps) deliver seamless, secure, and high-performing customer...

  • Oracle CX CPQ Developer

    7 days ago

    Mumbai, Maharashtra, India Digital Business People Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Job Title: Oracle CX CPQ Developer4Experience:6+ YearsLocation:PAN India (Hybrid/Onsite based on project requirements)Notice Period:Immediate to 30 DaysJob Description:We are hiring an experiencedOracle CX CPQ Developerto join our growing team. The ideal candidate will be responsible for designing, developing, and supportingOracle Configure, Price, Quote...

  • Customer Experience

    1 week ago

    Mumbai, Maharashtra, India Love DK Full time ₹ 1,20,000 - ₹ 3,60,000 per year

    About Us:Love DK is amass-premium jewellery brandspecialising in everyday pieces that embody individuality, originality, and personal style. Every product is locally sourced and handmade with love by our karigars. With a growing Instagram community of 24,000+ and our web store , we're building a brand that feels personal, intentional, and deeply connected to...

  • Customer Relationship Management Executive

    7 days ago

    Mumbai, Maharashtra, India RK Mumbai Realtors Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About UsEstablished in 1988, RK Mumbai Realtors is a second-generation real estate consultancy specializing in the purchase, sale, and lease of residential and commercial properties across Mumbai & Dubai.Under the leadership of Ravi Kewalramani, a seasoned real estate consultant with decades of industry expertise, we have built a reputation for trust,...