Customer Experience Manager

Job Title:

Location:

Reports to:

Position Overview:

As the Manager – Customer Experience & Technical Services, you’ll lead Kajaria’s technical and training initiatives for Gresbond Adhesives, ensuring that our dealers, contractors, and applicators not only understand the product — but trust it.

Key Responsibilities

1. Build Technical Capability & On-Ground Expertise

• Design and drive training programs for sales teams, dealer staff, contractors, and applicators.
• Conduct hands-on demos, mason meets, and on-site training sessions to build product confidence and real-life application skills.
• Create training content that’s simple, visual, and practical — not just technical manuals.
• Certify trainers and contractors through structured learning programs and skill-building workshops.

2. Strengthen Product Performance & Market Feedback Loop

• Be the technical custodian of Gresbond — owning its performance, feedback, and site resolutions across India.
• Visit key project sites to diagnose application issues, identify root causes, and ensure fast technical resolutions.
• Collaborate closely with R&D, QC, and manufacturing teams to improve formulations and adapt products to different site conditions (e.g., climate, substrate, tile type).
• Build a field-testing network for new adhesive variants and share learnings for product improvement.

3. Customer Experience & Brand Communication

• Ensure every Gresbond communication — from brochures to demo videos — speaks in clear, confident, and accurate technical language.
• Partner with the Marketing team to design campaigns, live demos, and training videos that tell the Gresbond story in an authentic and relatable way.
• Support sales and dealer teams by simplifying technical information into practical “why Gresbond” selling points.
• Champion technical credibility and trust in every customer touchpoint.

4.Network Development & Market Engagement

• Build a Pan-India network of trained contractors, applicators, and influencers who advocate for Gresbond.
• Plan and execute

  c

  ontractor engagement programs, loyalty initiatives, and skill competitions that celebrate craftsmanship and product knowledge.
• Host mason meets, dealer training events, and site demos to create strong community engagement.

Desired Profile

• Education:

  B.E./B.Tech (Chemical)

• Experience:

  8–12 years in construction chemicals, tile adhesives, or building materials.
• Proven experience in technical service, product training, or customer engagement.
• Strong interpersonal skills — comfortable interacting with everyone from site masons to senior architects.
• Good communication and presentation skills in both English and local languages.
• Willingness to travel extensively across India.