Customer Experience Manager

About the Role

As a Customer Experience Manager, you would be the owner of driving best in class customer experience, in the most efficient manner. This would mean driving continuous improvements in grievance handling, Net Promoter Score (NPS) insights, reviews and ratings and quality assurance (both operational as well as quality metrics) to ensure quality resolutions with fast turnaround times.

process, product, or communication improvements

Responsibilities:

• Grievance Handling & Resolution:

• Own end-to-end grievance management with targets on TAT, CSAT, FCR, reopen and escalation rates. Ensure fast, empathetic resolutions via call center and ticketing platforms.
• Proactive training and handling of new products & processes for grievance associates and call centre agents- including continuous creation & updation SOPs, FCR scripts, best practices, campaign dispositions/fields, CRM fields etc
  

• NPS Ownership:

  Drive NPS survey design, data collection, and analysis. Generate actionable insights from promoters, passives, and detractors to improve products, services, and customer journeys.

• Customer Insight & Analytics:

  Analyze top complaint categories/sub-categories and initiate process or product improvements. Share regular dashboards and insight reports with stakeholders.

• Call Quality & Agent Performance:

  Lead call quality audits and scoring to enhance agent effectiveness, FCR, and customer satisfaction. Drive ongoing training and coaching based on quality insights.

• Reviews & Ratings:

  Monitor and influence online reviews across platforms. Implement initiatives to increase positive ratings and reduce negative feedback through timely intervention and resolution.

• Vendor Management:

  Manage vendor relationships to ensure compliance and performance against targets

• Operational Excellence:

  Improve inbound metrics like AHT, FCR, abandon rate, and callback SLAs. Implement automation and best practices to boost overall service efficiency.

Requirements :

• Overall work-experience of 3+ years with 2+ years of experience in grievance handling/ Call centre inbound operations/ NPS improvement / project management
• Detail oriented
• Strong verbal and written communication skills
• Preferred experience in start-up environment
• Vendor Management experience, especially with call centres
• Experience of working with CRM tools like Zendesk
• Proficient in Excel

What do we offer?

• Competitive remuneration as per current industry standards.
• Benefits as per regional norms.
• A culture that gives you freedom to showcase your ideas and helps you explore avenues of upskilling yourself.
• An opportunity to work alongside some of the best minds in the industry.