Assistant Manager Customer Experience

Role Overview

We are seeking an Assistant Manager – Customer Experience who will lead a team responsible for relationship-driven engagement with customers. This is not a standard customer support role, it’s about creating conversations that build trust, improve data collection, drive retention, and enhance lifetime value.

The ideal candidate is a mix of people manager, data analyst, and customer strategist, someone who understands how to translate insights into interventions and motivate a team to deliver high-quality, personalized customer interactions.

Key Responsibilities

1. Team Leadership & Operations

Lead and mentor a team of Customer Relationship Managers handling outbound calls, WhatsApp chats, and other engagement channels.

Drive performance across engagement quality, talk-time, data collection adherence, and customer satisfaction metrics.

Ensure every customer interaction adds value through empathy, relevance, and information accuracy.

2. Customer Data Collection & Insights

Design and monitor frameworks for data collection during customer interactions (pet profile, experience, purchase intent, visit feedback, etc.).

Validate and enrich CRM data to improve personalization, marketing targeting, and repeat engagement.

Build data dashboards and reports to track data accuracy, collection rate, and completeness.

3. Customer Engagement & Retention

Oversee relationship-building conversations with new and existing customers through outbound communication.

Identify at-risk, inactive, or high-potential customers and define calling strategies to re-engage or retain them.

Implement structured engagement journeys to drive repeat visits, rebookings, and improved customer loyalty.

4. Analytics & Reporting

Use SQL, Excel, and dashboarding tools (Power BI, Looker Studio, Tableau, etc.) to track engagement trends, agent performance, and customer behavior.

Translate data into actionable insights to improve scripts, tonality, and conversion logic.

Present weekly and monthly performance reports to leadership with recommendations.

5. Process & Quality Management

Collaborate with Quality and Training teams to ensure consistent communication standards and data adherence.

Create and execute audit plans for engagement calls and chat conversations.

Work with Tech/Product to identify process improvement opportunities within CRM and calling tools.

Skills & Competencies

Must-Have Strong command over Excel/Google Sheets (pivot, conditional logic, cohort tracking).

Working knowledge of SQL and experience extracting data for performance analysis.

Experience building dashboards or working with BI tools.

Proven ability to drive customer engagement, retention, or inside sales initiatives.

Prior experience managing a telecalling or relationship management team in D2C, e-commerce, or service industry.

Excellent communication and people management skills — ability to coach teams for empathy and conversation depth.

Good-to-Have

Exposure to CRM/dialer systems (Ameyo, Freshdesk, Zohodesk, KaptureCx etc.).

Understanding of customer lifecycle metrics such as repeat %, churn, CSAT, and conversion %.

Experience working with automated journeys or WhatsApp engagement tools.

Who You Are

A relationship-driven leader who believes in customer empathy backed by data discipline.

Passionate about understanding customer behavior and converting insights into action.

Comfortable owning metrics, running performance reviews, and presenting data-backed outcomes.

A self-starter who thrives in fast-paced, customer-first environments.

Education & Experience

Bachelor’s degree required; MBA or equivalent preferred.

3–5 years of experience in customer experience, retention, or relationship management roles.