Customer Excellence Manager Neuraleap Technology Group

0.0 years

0 Lacs

mumbai, maharashtra, india

On-site

Location: Bandra / Saki Naka, Mumbai Salary: ?12 LPA Job Type: Full-time Job Overview We are looking for a Customer Excellence Manager to lead initiatives that enhance customer satisfaction, loyalty, and retention. The role involves improving customer experience across multiple touchpoints, building customer-centric processes, and driving service quality. The ideal candidate will have strong experience in customer experience management, customer service operations, customer surveys, and customer success strategies . Key Responsibilities Customer Engagement & Retention Design and implement customer surveys to collect feedback, identify pain points, and improve overall service. Conduct quarterly meetings with major customers in collaboration with branch managers to strengthen relationships. Set up regular customer calls with escalation matrix and personally attend key discussions. Monitor and analyze customer churn rate and repeat purchase rate to improve retention strategies. Supplier & Internal Communication Create a supplier survey by engaging with medical representative managers, identify challenges, and implement corrective processes. Develop an internal survey between branch offices and head office to streamline communication and coordination. Order & Service Quality Management Track the number of orders per branch where queries are raised and measure response time for query resolution. Collaborate with the quality department to ensure stock room quality checks before dispatch. Provide training to customer service representatives in the order management team for improved service delivery. Operational Excellence Prepare a detailed branch-wise customer visit plan for managers to ensure regular client engagement. Implement best practices in customer experience and service operations across all touchpoints. Qualifications & Skills Bachelors degree in Business Administration, Operations Management, or a related field. Proven experience in Customer Experience, Customer Success, or Customer Service Management. Strong interpersonal, communication, and stakeholder management skills. Excellent analytical and problem-solving abilities. Ability to foster a customer-first culture within the organization. Why Join Us Opportunity to lead customer experience initiatives across India. Exposure to strategic decision-making at the intersection of operations, customer success, and quality management. Competitive salary of ?12 LPA. Work location: Bandra / Saki Naka, Mumbai. Apply now to build a customer-first culture and drive excellence in customer experience! Skills: customer experience,customer surveys,service operations,customer excellence,management,communication,customer service,operations,customer success planning,customer survey tools,customer analysis,supplier evaluation,internal survey,order management,service quality,training & development,planning & scheduling,service operation,operations management,business administration,customer service management Show more Show less

Posted 3 days ago

Apply

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.