Customer Experience Manager

Location: Chandigarh (CCR)

Company Overview:

Position Overview:

Key Responsibilities:

1. Customer Service Strategy:

• Develop and implement customer experience strategies aligned with the brand’s goals.
• Create seamless customer journeys across all touchpoints, from inquiry to post-purchase support.

2. Team Leadership:

• Lead and mentor the customer support team to ensure timely and effective resolution of queries.
• Foster a customer-first mindset within the team and across the organization.

3. Feedback and Insights:

• Gather customer feedback through surveys, reviews, and direct interactions.
• Analyze feedback data to identify trends and areas for improvement.

4. Process Optimization:

• Streamline customer service processes for efficiency and accuracy.
• Implement tools and technology to automate responses and track service metrics.

5. Complaint Resolution:

• Oversee grievance redressal mechanisms to handle escalations promptly and professionally.
• Ensure a fair, empathetic, and transparent resolution process.

6. Collaboration and Innovation:

• Work closely with product, marketing, and operations teams to address customer pain points.
• Introduce innovative ideas to enhance customer delight and loyalty.

7. Performance Monitoring:

• Establish KPIs for customer satisfaction (CSAT), Net Promoter Score (NPS), and response times.
• Track and report performance metrics to leadership.

Qualifications:

• Bachelor's degree in Business, Communications, or related field.
• 3+ years of experience in customer experience leadership, preferably within fashion or retail.
• Strong problem-solving, communication, and interpersonal skills.
• Proven track record in enhancing customer satisfaction and loyalty.
• Experience with CRM tools, MS-office and Google Sheets.

Application Process:

“Customer Experience Manager CV <Candidate Name>”

Theater is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.