Customer Experience Manager

Job Title: Customer Experience Manager ( User Conversion & Retention)

Location:

Employment Type:

Experience Required:

About Hoora:

• Hoora is India’s leading doorstep car and bike care brand, operating in 60+ cities and serving over 1,00,000+ customers. We are redefining auto-care with innovative tech, eco-friendly solutions, and convenience.

Role Overview:

Customer Experience Manager

Key Responsibilities:

• Lead, mentor, and manage a

  team of telecallers

  to re-engage drop-off and non-repeat users.
• Ensure the team follows

  standardized scripts and communication guidelines

  for consistent quality.
• Collect

  detailed and actionable feedback

  from users.
• Identify

  patterns, recurring issues, and improvement opportunities

  from user responses.
• Prepare

  clear weekly reports

  highlighting findings and recommendations for management.
• Collaborate with

  marketing and product teams

  to suggest solutions that improve customer retention.
• Train the telecalling team to

  ask the right questions

  and extract meaningful insights.

Requirements:

• 3–5 years

  of experience managing

  telecalling, telesales, or customer service teams

  .
• Strong understanding of

  user behavior and customer needs

  .
• Excellent

  communication, leadership, and analytical skills

  .
• Ability to create

  concise, data-backed reports

  for business decision-making.
• Proficiency in

  MS Excel/Google Sheets

  for tracking and analysis.

Why Join Us:

• Directly influence

  customer conversion and retention

  for a growing brand.
• Work closely with marketing and product teams to create impactful changes.
• Opportunity to

  build and improve customer experience processes

  from the ground up.

Working Hours:

• Monday to Saturday (6Days) - 10AM to 7PM

Salary:

• Competitive and in line with industry standards. The final offer will be based on the candidate’s skills and experience.