Customer feedback Manager

4 days ago

Kharghar Navi Mumbai Maharashtra, India Oracura Solutions Pvt Ltd Full time ₹ 12,00,000 - ₹ 36,00,000 per year

The Customer Feedback Manager is responsible for designing, implementing, and managing systems that capture, analyze, and act upon customer feedback. This role ensures that customer insights drive continuous improvement across products, services, and customer experience. The manager collaborates closely with cross-functional teams to identify trends, address pain points, and enhance overall customer satisfaction and loyalty.

Key Responsibilities:

  • Develop and manage customer feedback programs, surveys, and review collection processes.
  • Monitor and analyze customer sentiment across multiple channels (email, social media, chat, CRM, review sites).
  • Build feedback loops between customers and internal teams (Product, Marketing, Sales, Operations).
  • Create dashboards and regular reports summarizing key findings and trends.
  • Partner with data analytics teams to derive actionable insights from qualitative and quantitative feedback.
  • Present findings and recommendations to leadership and other stakeholders.
  • Manage customer complaint resolution processes and track performance metrics (response time, resolution rate).
  • Ensure all feedback processes comply with data privacy and company policies.
  • Drive initiatives to improve customer satisfaction and loyalty scores.

Key Skills and Competencies:

  • Strong analytical and problem-solving abilities.
  • Excellent communication and presentation skills.
  • Proficiency in customer feedback tools
  • Familiarity with CRM systems
  • Data visualization experience
  • High emotional intelligence and customer-centric mindset.
  • Ability to collaborate cross-functionally and influence decision-making.
  • Attention to detail with a focus on process improvement.

Qualifications:

  • Bachelor's degree in Business Administration, Marketing, Communications, or related field.
  • 1-3 years of experience in customer experience, market research, or quality management roles.
  • Experience leading feedback or customer insight programs preferred.

KPIs / Performance Metrics:

  • Net Promoter Score, Customer Satisfaction Score, Customer Effort Score improvement.
  • Volume and resolution rate of feedback items.
  • Time-to-insight and action-implementation rate.
  • Impact of feedback on business decisions or product improvements.

Job Type: Full-time

Pay: ₹20, ₹25,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Leave encashment
  • Provident Fund

Work Location: In person

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