CX Program Manager

10 hours ago


Bengaluru, Karnataka, India United Breweries Ltd. Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Key Responsibilities:

Program Management & Pilot Execution


Anchor the pilot implementation of the new complaints management process across selected regions


Capture user feedback from both internal teams and external partners (distributors, retailers, consumers) to drive iterative improvements


Work closely with product/tech partners to ensure platform readiness and continuous feature enhancements


Develop process SOPs and documentation to support standardized scale-up


Ensure rapid escalation and resolution in high-impact cases with potential business continuity or reputational risks

Cross-Functional Stakeholder Management


Coordinate with internal stakeholders (Sales, Supply Chain, Quality, Legal, Marketing, etc.) to ensure closure of complaints within defined SLAs


Manage external vendor(s) involved in tech platform, call center, analytics to drive agreed deliverables


Maintain structured governance and follow-ups for issue escalations, decision-making, and interventions


Push and influence senior cross-functional leaders to take time-sensitive, critical decisions in high-stakes situations

Governance, Dashboarding & Leadership Reporting


Maintain and continuously update CX dashboards to monitor complaint volumes, issue types, resolution times, and satisfaction metrics


Prepare executive-level presentations and reports for the CEO, CXOs, and cross-functional leadership teams


Identify trends, root causes, and improvement opportunities based on data insights

Training & Change Management


Conduct periodic training sessions for field sales teams, customer service representatives, retailers, distributors, and other key users on the new platform/process


Build training aids, manuals, and quick-reference guides for end users


Act as the go-to person for first-level query resolution and onboarding for new users

Key Skills & Competencies:


Strong program and project management skills


Ability to manage multiple stakeholders and influence senior stakeholders to take time-sensitive actions and decisions


Comfortable working with data, Excel, dashboards (Power BI/Tableau preferred)


Proficient in preparing structured presentations for senior stakeholders


Excellent verbal and written communication skills


Adaptable, proactive, and a strong problem-solver


Proven ability to handle crisis situations and navigate ambiguity with speed and composure


Experience in driving critical decisions under pressure, with potential financial and reputational implications for the business


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