Customer Excellence Manager

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Job Overview

Customer Excellence Manager

customer experience management, customer service operations, customer surveys, and customer success strategies

• Design and implement customer surveys to collect feedback, identify pain points, and improve overall service.
• Conduct quarterly meetings with major customers in collaboration with branch managers to strengthen relationships.
• Set up regular customer calls with escalation matrix and personally attend key discussions.
• Monitor and analyze customer churn rate and repeat purchase rate to improve retention strategies.
  

• Create a supplier survey by engaging with medical representative managers, identify challenges, and implement corrective processes.
• Develop an internal survey between branch offices and head office to streamline communication and coordination.
  

• Track the number of orders per branch where queries are raised and measure response time for query resolution.
• Collaborate with the quality department to ensure stock room quality checks before dispatch.
• Provide training to customer service representatives in the order management team for improved service delivery.
  

• Prepare a detailed branch-wise customer visit plan for managers to ensure regular client engagement.
• Implement best practices in customer experience and service operations across all touchpoints.
  

Qualifications & Skills

• Bachelors degree in Business Administration, Operations Management, or a related field.
• Proven experience in Customer Experience, Customer Success, or Customer Service Management.
• Strong interpersonal, communication, and stakeholder management skills.
• Excellent analytical and problem-solving abilities.
• Ability to foster a customer-first culture within the organization.
  

• Opportunity to lead customer experience initiatives across India.
• Exposure to strategic decision-making at the intersection of operations, customer success, and quality management.
• Competitive salary of ?12 LPA.
• Work location: Bandra / Saki Naka, Mumbai.
  

Apply now to build a customer-first culture and drive excellence in customer experience!