Customer Experience Manager

• load_list_page(event)"> Job listing
• Job details
  

Job Information

• Industry Retail
• Date Opened 08/13/2025
• Salary 22000 to 27000
• Job Type Full time
• City Hilite Business Park, Calicut
• State/Province Kerala
• Country India
• Zip/Postal Code 673014
  

Role Overview

As the CX Manager, you will own the end-to-end customer journey—ensuring seamless,personalized experiences across WhatsApp, email, social media, website, and post-purchase touchpoints. You will build strong processes, leverage data for continuousimprovement, and work closely with marketing, operations, and product teams to deliver anexceptional brand experience.

Key Responsibilities

 Map and continuously optimize the customer experience from awareness toadvocacy. Identify pain points and create moments that surprise & delight customers. Lead the customer support team to deliver fast, empathetic, and personalizedresponses. Oversee WhatsApp, email, and social media query resolution with clear SLAs. Implement personalization protocols for engraving requests, order changes, andgift customizations. Collect and analyze customer feedback to influence product and processimprovements. Track key CX metrics: NPS, CSAT, repeat purchase rate, average response time. Share actionable insights with leadership to guide brand and product strategy. Own the CRM and CX automation tools to ensure smooth, personalized customerinteractions. Work with tech and marketing to create automated yet human-like experiences.

Requirements

 4–5 years of experience in Customer Experience, Customer Success, or similarrole (premium/luxury/FMCG/e-commerce background preferred). Strong understanding of CX best practices, CRM systems, and automation tools(WhatsApp API, BIK, etc.). Excellent communication skills in English and Malayalam (Hindi is a plus). Ability to balance empathy with data-driven decision-making. A knack for storytelling and building emotional brand connections. Comfortable working in a fast-paced, growth-stage startup 4–5 years of experience in Customer Experience, Customer Success, or similarrole (premium/luxury/FMCG/e-commerce background preferred). Strong understanding of CX best practices, CRM systems, and automation tools(WhatsApp API, BIK, etc.). Excellent communication skills in English and Malayalam (Hindi is a plus). Ability to balance empathy with data-driven decision-making. A knack for storytelling and building emotional brand connections. Comfortable working in a fast-paced, growth-stage startup Ensure brand voice consistency across all customer-facing communications.check(event) ; career-website-detail-template-2 => apply(record.id,meta)" mousedown="lyte-button => check(event)" final-style="background-color:#6875E2;border-color:#6875E2;color:white;" final-class="lyte-button lyteBackgroundColorBtn lyteSuccess" lyte-rendered="">