Customer Experience Manager

5 hours ago

Chennai, Tamil Nadu, India Straive Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Key Responsibilities:

  • Lead, mentor, and develop a team of CX technology specialists, fostering a culture of innovation and excellence.
  • Define and execute the CX technology transformation strategy, covering areas like CRM, contact center, digital channels, and analytics.
  • Oversee the full project lifecycle, from ideation, design, development, deployment and post-launch optimization.
  • Identify, evaluate, and champion the adoption of emerging technologies, particularly Generative AI (Gen AI), to revolutionize customer interactions, personalize experiences, and automate support functions.
  • Manage stakeholder expectations, project timelines, budgets, and quality standards.
  • Drive change management and ensure successful adoption of new CX platforms across the organization.

Required Skills & Experience:

  • 8+ years of experience in CX technology implementation and transformation, with at least 3 years in a leadership role.
  • Proven expertise in CRM platforms (e.g., Salesforce, Dynamics), contact center technologies, digital CX platforms, and data analytics.
  • Demonstrated ability to identify, evaluate, and implement Gen AI solutions for CX enhancement (e.g., intelligent chatbots, personalized content generation, predictive service).
  • Strong project/program management skills (Agile methodologies preferred).
  • Excellent communication, negotiation, and stakeholder management abilities.
  • Deep understanding of the Indian market and customer landscape.
  • Bachelor's or Master's degree in Engineering, Computer Science, or a related technical field.

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