Customer Experience Manager

Role & responsibilities:-

• Map and monitor every stage of the customer experience from order placement to post-delivery follow-up.
• Proactively engage with customers post-delivery to collect feedback, resolve issues, and identify improvement areas.
• Track and manage customer-specific preferences, requirements, and feedback in a structured manner.
• Work with the sales team to maintain regular personal touchpoints with key customers (greetings, festival gifts, milestone recognition, etc.).
• Segment customers by value and design appropriate engagement plans (e.g., special attention to Tier 1 accounts).
• Maintain a visit calendar and ensure leadership/sales team achieves the set monthly target for in-person meetings.
• Identify bottlenecks or pain points in the current customer experience, suggest and implement improvements.
• Collaborate with Sales, CRE, Dispatch, and Production to ensure a seamless and responsive customer journey.
• Implement and maintain systems (CRM or equivalent) for automated order updates, delivery notifications, and greetings.
• Ensure all important customer communications are timely, consistent, and not person-dependent.
• Develop and execute new ideas for customer delightsmall gestures, surprise gifts, informative updates, customer appreciation events, etc.
• Pilot innovative initiatives, collect feedback, and scale up what works.
• Track key metrics (NPS/CSAT, response time, on-time delivery %, customer visit completion, customer complaints/issues logged & resolved, etc.).
• Present monthly and quarterly reports on customer experience and retention trends.

Preferred candidate profile:-

• 4-10 years experience in customer service, key account management, sales coordination, or a related field
  Exposure to manufacturing, industrial, or B2B environment is a plus