Customer Experience Manager

· 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 delight—small 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.

Job Type: Full-time

Pay: ₹45,000.00 - ₹55,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Yearly bonus

Experience:

• Customer service: 4 years (Required)
• Sales coordination: 4 years (Required)
• SAP Manufacturing: 4 years (Preferred)
• B2B: 4 years (Required)
• CRM software: 4 years (Required)

Work Location: In person