Customer Experience Manager

Job Title: Customer Experience Manager
Company: VPLAK
Location: Gurugram, Haryana
Salary: ₹3.0 LPA – ₹5.0 LPA
Job Type: Full-time | Work from Office

About VPLAK

VPLAK is a leading e-commerce company specializing in electronics and lifestyle products, including smart TVs, projectors, home audio systems, and accessories. We are committed to providing outstanding customer experiences by ensuring seamless service, prompt resolution of queries, and continuous improvement in customer satisfaction.

Job Description

We are seeking a proactive Customer Experience Manager to oversee and enhance the overall customer journey. The ideal candidate will lead the customer service team, implement strategies to improve satisfaction, and ensure a positive experience across all touchpoints.

Key Responsibilities

• Lead, mentor, and manage the customer service team.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Monitor customer feedback and complaints, ensuring timely resolution.
• Analyze customer service metrics and prepare reports for management.
• Collaborate with sales, operations, and product teams to resolve issues and improve processes.
• Implement customer experience initiatives and best practices.
• Ensure consistency and quality of service across all channels (calls, emails, chats, social media).

Required Skills

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Analytical thinking and problem-solving capabilities.
• Knowledge of customer service tools, CRM software, and reporting.
• Ability to handle escalations professionally and efficiently.
• Customer-centric mindset with attention to detail.

Qualifications

• Graduate or Postgraduate in any discipline.
• 2–5 years of experience in customer service, customer experience, or operations management.
• Prior experience in e-commerce or retail is preferred.

Perks & Benefits

• Competitive salary with performance-based incentives.
• Opportunity to lead and shape the customer experience function.
• Exposure to strategy development and process improvements.
• Collaborative and growth-oriented work environment.

Job Type: Full-time

Pay: ₹300,000.00 - ₹500,000.00 per year

Work Location: In person