Customer Experience Manager

Company Description

Euronics, founded in 2002, specializes in innovative products and services for public washroom automation accessories. The company has grown to become the largest selling brand in this segment in India, and expanded into industrial and entrance accessories in 2006. With 30+ offices across India, 4 international offices, and a workforce of over 500, Euronics collaborates with top-tier clients across IT, hospitality, commercial buildings, and more. Euronics continues to focus on product innovation and technology integration in its processes to maintain its leadership.

Key Purpose

Own the end-to-end experience of B2B customers — from first interaction to post-installation — ensuring seamless service, faster response times, and high levels of customer delight.

Key Responsibilities

1. Customer Experience Strategy

Design and implement a customer experience roadmap across key touchpoints: pre-sales, delivery, installation, and support.Work closely with sales, service, and operations teams to build a customer-obsessed culture.Define CX metrics (NPS, CSAT, response time) and drive improvements.

2. Pre-Sales Support

Coordinate with inside and project sales teams to ensure accurate, timely responses to client queries.

Assist in client onboarding, site readiness guidance, and documentation support. Manage escalations or delays even before the sale is closed.

3. After-Sales Experience

Ensure seamless coordination between service engineers, CRM, and customers post-installation.

Track and monitor complaint resolution TATs, and proactively engage in delay cases.

Develop SOPs for customer interaction at every touchpoint, especially during handover.

4. Customer Delight Programs

Run proactive engagement programs like feedback calls, check-in messages, thank-you kits, etc.

Organize periodic customer experience audits and surprise checks.Capture testimonials, case studies, and referrals from delighted customers.

5. Cross-Team Coordination

Bridge communication gaps between sales, logistics, assembly, and service.Lead weekly internal CX reviews to address repeat pain points or high-friction issues.

6. Reporting & Insights

Analyze CX data and share dashboards with management on experience trends.Convert complaints into insights and drive systemic fixes.

Key Skills & Qualities

Strong understanding of B2B customer lifecycle

Excellent coordination, empathy, and communication skills

Problem-solving mindset with a bias for action

High ownership and attention to detail

Familiarity with CRM tools, ticketing systems, and customer feedback tools

Experience

4-7 years in customer experience, client servicing, or operations roles — preferably in manufacturing, tech products, or B2B services