Customer Experience Manager

Key Responsibilities :

• Create and implement a clear

  vision and roadmap

  for delivering world-class customer experience.

• Own the customer journey end-to-end

  , mapping touchpoints and analyzing feedback across channels (chat, tele-calling, etc.).
• Define, track, and

  cascade CX metrics

  including CSAT, NPS, and retention across the organization.
• Proactively identify

  risks and failure points

  and collaborate with product, operations, and growth teams to resolve them.
• Lead

  escalation management

  and ensure effective service recovery.
• Partner with the

  operations design team

  to drive continuous improvement in SOPs and service standards.
• Build and manage strong

  stakeholder relationships

  across internal teams to drive alignment on CX priorities.
• Act as a

  leader and change agent

  , fostering a culture of customer obsession throughout the organization.

Skills Required:

• Proven experience in

  customer-facing roles

  with exposure to CX metrics (NPS, CSAT, retention).
• Strong

  stakeholder management

  and cross-functional collaboration skills.
• Deep understanding of

  quality metrics

  and experience in auditing operational processes.
• Demonstrated ability to

  evaluate and implement processes

  to improve efficiency and team performance.
• Strong

  leadership, ownership, and bias for action

  to deliver at scale.
• Excellent

  communication skills

  (both verbal and written).
• Customer empathy with the ability to act as the

  voice of the customer

  for the organization.