Customer Excellence Manager

2 weeks ago

Mumbai Metropolitan Region, India Neuraleap Technology Group Full time ₹ 12,00,000 - ₹ 14,40,000 per year

Location:
Bandra / Saki Naka, Mumbai

Salary:
₹12 LPA

Job Type:
Full-time

Job Overview
We are looking for a
Customer Excellence Manager
to lead initiatives that enhance customer satisfaction, loyalty, and retention. The role involves improving customer experience across multiple touchpoints, building customer-centric processes, and driving service quality. The ideal candidate will have strong experience in
customer experience management, customer service operations, customer surveys, and customer success strategies
.

Key Responsibilities

Customer Engagement & Retention

  • Design and implement customer surveys to collect feedback, identify pain points, and improve overall service.
  • Conduct quarterly meetings with major customers in collaboration with branch managers to strengthen relationships.
  • Set up regular customer calls with escalation matrix and personally attend key discussions.
  • Monitor and analyze customer churn rate and repeat purchase rate to improve retention strategies.

Supplier & Internal Communication

  • Create a supplier survey by engaging with medical representative managers, identify challenges, and implement corrective processes.
  • Develop an internal survey between branch offices and head office to streamline communication and coordination.

Order & Service Quality Management

  • Track the number of orders per branch where queries are raised and measure response time for query resolution.
  • Collaborate with the quality department to ensure stock room quality checks before dispatch.
  • Provide training to customer service representatives in the order management team for improved service delivery.

Operational Excellence

  • Prepare a detailed branch-wise customer visit plan for managers to ensure regular client engagement.
  • Implement best practices in customer experience and service operations across all touchpoints.

Qualifications & Skills

  • Bachelor's degree in Business Administration, Operations Management, or a related field.
  • Proven experience in Customer Experience, Customer Success, or Customer Service Management.
  • Strong interpersonal, communication, and stakeholder management skills.
  • Excellent analytical and problem-solving abilities.
  • Ability to foster a customer-first culture within the organization.

Why Join Us?

  • Opportunity to lead customer experience initiatives across India.
  • Exposure to strategic decision-making at the intersection of operations, customer success, and quality management.
  • Competitive salary of ₹12 LPA.
  • Work location: Bandra / Saki Naka, Mumbai.

Apply now to build a customer-first culture and drive excellence in customer experience
Skills: customer experience,customer surveys,service operations,customer excellence,management,communication,customer service,operations,customer success planning,customer survey tools,customer analysis,supplier evaluation,internal survey,order management,service quality,training & development,planning & scheduling,service operation,operations management,business administration,customer service management

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