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Customer Experience Manager
2 weeks ago
Job Title: Customer Experience Manager
Location: Delhi/ NCR
P3S Ventures Pvt. Ltd.
is a leading pan-India retail and distribution partner, trusted by global technology brands for scalable growth. We are a high-performing, fast-growing organisation, continuously expanding our footprint in the CDIT space.
At iNvent, India's leading Apple Premium Reseller, we deliver the complete range of Apple products—iPhone, iPad, Mac, Apple Watch, and accessories—through a customer-centric retail experience. Our thoughtfully designed stores and knowledgeable staff set the benchmark for service, creating a welcoming environment where technology enthusiasts can discover the latest in Apple innovation. We pride ourselves on providing transparent guidance, hands-on product demonstrations, and exceptional after-sales support. If you are passionate about technology and driven to deliver outstanding customer service, join us in our mission to bring the best of Apple to customers across the country.
We are seeking an ambitious and result-oriented Customer Experience Manager at iNvent, who shares our passion for technology and customer experience
Role Overview:
The Customer Experience Manager will be responsible for creating, implementing, and monitoring best-in-class customer experience standards in store. This role focuses on developing Standard Operating Procedures (SOPs), ensuring their execution on the store floor, training the team on customer interactions, and driving consistent excellence in service delivery aligned with Apple's premium standards. The role also includes managing customer relationship processes, escalation handling, and post-purchase engagement to maximise customer satisfaction and loyalty.
Key Responsibilities:
1. SOP Development & Execution
• Design and implement SOPs for in-store customer experience.
• Ensure smooth execution and compliance of all SOPs by the store team.
• Continuous review and update of SOPs to align with evolving business and Apple guidelines.
2. Customer Interaction & Service Excellence
• Develop scripts and guidelines for greetings, consultations, product demos, and checkout experiences.
• Monitor frontline staff for grooming, professional etiquette, and service delivery standards.
• Conduct regular training and role-playing sessions to enhance team skills.
3. Escalation Management
• Act as the first point of contact for handling escalated customer concerns.
• Ensure timely resolution and provide feedback to improve processes.
• Maintain escalation reports and share learnings with the management team.
4. CRM & Customer Engagement
• Oversee customer relationship management activities including data capture, feedback, and follow-ups.
• Implement automated communication workflows (e.g., thank-you messages post-visit, purchase confirmations, service reminders, feedback requests).
• Track and analyse customer experience KPIs such as NPS, repeat visits, and customer feedback scores.
5. Monitoring & Reporting
• Prepare regular reports on customer service performance, feedback, and areas of improvement.
• Present insights and actionable recommendations to store management.
• Benchmark against industry best practices to drive continuous improvement.
Key Skills & Competencies:
• Strong understanding of customer service excellence in premium/luxury retail.
• Excellent communication and interpersonal skills.
• Ability to design processes, scripts, and training modules.
• Strong problem-solving and escalation-handling abilities.
• Experience with CRM tools and automated customer communication systems.
• Attention to detail with strong monitoring and reporting skills.
Qualifications & Experience:
• Graduate / Postgraduate in Business, Retail Management, or Hospitality.
• 5+ years of experience in customer experience management, preferably in premium/luxury retail or technology stores.
• Prior exposure to Apple Premium Reseller (APR/APP) environment will be an added advantage.
