Customer Experience Manager

Role Overview: Founded in 2014 by Amit Khatri and Gaurav Khatri, Noise aims to democratize connected lifestyle technology for every Indian. With a strong focus on consumer-first innovation, this homegrown brand has made significant advancements in wearable tech, audio, and connected devices. Noise boasts a vibrant community of over 40 million users, making it India's top smartwatch brand and the second brand in Truly Wireless Audio. The company is dedicated to excellence and continuous improvement. Key Responsibilities: - Own end-to-end customer experience, covering onboarding to long-term engagement - Lead a team of CX executives and establish fast, friendly, and efficient processes - Develop and implement SOPs for support, returns, replacements, and issue resolution - Utilize customer insights to enhance product and service offerings - Collaborate with various teams like product, tech, logistics, and marketing to close feedback loops - Monitor KPIs such as NPS, CSAT, TAT, and strive to exceed benchmarks - Train and develop the CX team to provide personalized and delightful experiences - Act as the liaison between customer feedback and business requirements Qualifications Required: - Minimum 5 years of experience in customer experience, support, or service roles - Strong leadership and people management skills - Excellent communication, conflict resolution, and problem-solving abilities - Prior experience in implementing or scaling CX systems, tools, and CRM platforms - Preferred background in D2C, tech, wellness, or wearables companies - Empathetic mindset, proactive attitude, and a bias for action (Note: No additional details about the company were provided in the job description.),