Customer Experience Manager

Job Description

Company Description Store My Goods is a tech-enabled, subscription-based storage solution company founded by industry veterans and backed by Marquee Investors, VCs, and Angels. We offer affordable, safe, and secure storage solutions across India, with storage hubs in Delhi NCR, Mumbai, Bangalore, Hyderabad, and Pune. Our services range from shared spaces to private storage options catering to both small and large-scale storage needs. We are dedicated to providing top-notch customer service, featuring insurance coverage, 24x7 surveillance, fire safety alarms, and professional packing and moving services. As seen on Shark Tank India! Role Description As a Customer Experience Manager, you will be the voice of the customer within the organization and play a pivotal role in creating delightful, consistent, and scalable customer experiences. You’ll manage the customer journey end-to-end and collaborate with product, operations, and support teams to enhance satisfaction, drive retention, and build customer loyalty. This is a full-time, on-site role for a Customer Experience Manager located in Noida. The Customer Experience Manager will be responsible for ensuring customer satisfaction by managing customer interactions, resolving issues, and enhancing overall customer experience. Responsibilities include analyzing customer feedback, developing strategies to improve customer service, and effectively communicating with customers and internal teams to provide timely and satisfactory solutions. Key Responsibilities • Own and optimize the entire customer journey — onboarding, storage experience, renewals, escalations, and exit process. • Lead a small CX team, set KPIs (CSAT, NPS, first-response time, resolution time), and monitor performance regularly. • Design and implement SOPs, scripts, and training modules for customer-facing teams (support, delivery partners, etc.). • Develop feedback loops — collect insights via calls, chats, and surveys; analyze customer pain points and propose actionable solutions. • Collaborate with product and tech teams to suggest UX/UI improvements that reduce friction in customer touchpoints. • Work closely with operations to ensure service SLAs (pickup, delivery, billing, complaint resolution) are met or exceeded. • Handle critical escalations professionally and ensure issues are resolved promptly. • Regularly report customer insights and drive initiatives for retention, referrals, and upselling. Key Requirements • Bachelor’s degree required; MBA preferred. • 4-6 years in a customer-facing or experience-focused role. • Prior experience in logistics, warehousing, B2C services, or e-commerce is a strong plus. • Excellent communication (written and verbal), empathy, and problem-solving skills. • Familiarity with tools like Freshdesk, Zoho, Salesforce, or similar CRM platforms. • Data-driven mindset with proficiency in Excel/Google Sheets and basic analytics tools. • Ability to work in a fast-paced, startup environment with cross-functional teams. What We Offer • A customer-obsessed and impact-driven work culture. • Exposure to tech-first operations and direct access to founders. • Autonomy to innovate and shape customer experience strategies. • Competitive compensation and performance bonuses. Location: Noida Experience: 4-6 years in customer service, operations, or CX roles (preferably in consumer tech, D2C, logistics, or e-commerce) Reports To: Leadership Team / Co-founder To Apply: Send your resume and a brief note on what customer experience means to you at hr@storemygoods.com. Show more Show less