Customer Experience Manager

Role Overview: As the Manager Customer Experience & Technical Services at Kajaria Ceramics Ltd., you will be responsible for leading technical and training initiatives for Gresbond Adhesives. Your role will involve ensuring that dealers, contractors, and applicators not only understand the product but also trust it. Key Responsibilities: - 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 is simple, visual, and practical, focusing on not just technical aspects but real-life applications. - Certify trainers and contractors through structured learning programs and skill-building workshops. - 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. - Build a field-testing network for new adhesive variants and share learnings for product improvement. - Ensure that all Gresbond communications speak in clear, confident, and accurate technical language. - Partner with the Marketing team to design campaigns, live demos, and training videos that convey the Gresbond story authentically. - Simplify technical information into practical selling points for sales and dealer teams. - Uphold technical credibility and trust in every customer touchpoint. - Build a Pan-India network of trained contractors, applicators, and influencers who advocate for Gresbond. - Plan and execute contractor engagement programs, loyalty initiatives, and skill competitions to celebrate craftsmanship and product knowledge. - Host mason meets, dealer training events, and site demos to foster strong community engagement. Qualification Required: - Education: B.E./B.Tech in Chemical Engineering. - 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 and the ability to communicate effectively in both English and local languages. - Willingness to travel extensively across India.,