Senior Manager - Process Excellence

Coindcx

7 - 10 years

9 - 12 Lacs

bengaluru

Posted:9 hours ago| Platform:

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Skills Required

mining product engineering manager process excellence social media process improvement customer experience management wellness engineering design continuous improvement crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

You need to be a HODLer of these Bachelors degree in a relevant field such as business administration
Proven experience as a consultant, preferably in the customer experience management space
In-depth knowledge of the CRM platforms such as Zendesk, Freshworks, Sprinklr platform, including its features, functionalities, and best practices
Strong analytical skills with the ability to interpret complex data and derive actionable insights
Excellent communication and interpersonal skills, with the ability to build rapport and establish strong client relationships
Well versed with Programme management skills & shall be able to create process flows using new age tools Strong problem-solving abilities, with a focus on delivering innovative solutions to clients challenges
Ability to work independently and manage multiple client engagements simultaneously, while meeting deadlines
Flexibility and adaptability to thrive in a fast-paced, dynamic environment
Knowledge of other social media management tools and platforms is a plus
You will be mining through these tasksCustomer & Product Journey Optimization: Map, analyze, and continuously improve the app and product journeys for all user personas
Identify friction points and opportunities for enhancement across digital and offline touchpoints
Use funnel analysis and behavioral data to streamline onboarding, engagement, and retention
Data-Driven Insights & Metrics Ownership: Own and track NPS, AHR, Contact Ratio, and other key CX metrics
Analyze customer feedback, app usage, and support data to identify trends and root causes of friction
Deliver actionable insights and regular reports to leadership, driving continuous improvement
Strategy Development & Execution: Define and evolve the CX vision and roadmap in alignment with business goals
Prioritize features and enhancements based on customer needs, feedback, and business impact
Lead the design and rollout of loyalty programs, CRM initiatives, and service innovations
Cross-Functional Collaboration: Partner with product, engineering, design, marketing, and support teams to ensure a unified, customer-centric approach
Coordinate with external partners and vendors to optimize service processes and technology integrations
Process Improvement & Innovation: Lead continuous improvement initiatives, challenging the status quo and implementing new tools, processes, and frameworks
Are you the oneOur missing block Bachelors degree in a relevant field such as business administration
Proven experience as a consultant, preferably in the customer experience management space
In-depth knowledge on building product journeys impacting NPS, AHR and Contact ratio Strong analytical skills with the ability to interpret complex data and derive actionable insights
Excellent communication and interpersonal skills, with the ability to build rapport and establish strong client relationship

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