Opening - Manager Customer Experience (CX) with - Mumbai

8 hours 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.

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