Customer Experience Manager

17 hours ago

Andheri West Mumbai Maharashtra, India Care Plus Facility Private Limited Full time ₹ 20,000 - ₹ 25,000 per year

Job Summary:

We are looking for a passionate and customer-centric Customer Experience Manager to lead initiatives that enhance customer satisfaction, loyalty, and advocacy. You will be responsible for building and improving customer journeys, resolving complex issues, and ensuring a seamless and engaging experience across all touchpoints.

Key Responsibilities:

  • Customer Journey Mapping: Analyze and improve the end-to-end customer journey to ensure a consistent and exceptional experience.
  • Team Leadership: Manage and mentor a team of customer support or experience agents to deliver high-quality service.
  • Voice of Customer (VoC): Gather and analyze customer feedback, complaints, and suggestions to drive continuous improvements.
  • Cross-functional Collaboration: Work with product, sales, marketing, and operations teams to resolve customer pain points and implement improvements.
  • Process Optimization: Identify bottlenecks in service delivery and implement solutions to enhance speed and quality.
  • Customer Insights & Reporting: Monitor KPIs like CSAT, NPS, CES, and churn rate; report on trends and insights to stakeholders.
  • Crisis Management: Handle escalations and critical customer issues with a solution-oriented approach.
  • Training & Quality Assurance: Develop training programs and quality control standards for the customer-facing teams.

Requirements:

  • Bachelor's degree in Business, Marketing, Communications, or related field
  • 2-4 years of experience in customer experience, customer success, or service roles (with at least 1 year in a leadership role)
  • Strong knowledge of CRM tools (e.g., Salesforce, Zendesk, HubSpot)
  • Excellent interpersonal, communication, and conflict-resolution skills
  • Analytical mindset with the ability to translate data into actionable insights
  • Proven ability to lead teams and manage customer-facing processes
  • Empathy, patience, and a strong passion for customer satisfaction

Preferred Qualifications:

  • Experience in [your industry – e.g., SaaS, retail, fintech]
  • Certification in Customer Experience Management (e.g., CCXP)
  • Working knowledge of customer journey mapping tools

Job Types: Full-time, Permanent

Pay: ₹20, ₹25,000.00 per month

Benefits:

  • Provident Fund

Work Location: In person

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