Sr Manager Customer Experience & Support

Work Exp:

Role & Responsibilities:

Strategy & Process Improvement:

• Develop and implement a comprehensive customer experience strategy to reduce friction points, increase satisfaction, and drive customer loyalty.
• Oversee customer interactions across all channels (email, chat, social media, calls, WhatsApp), ensuring a consistent brand voice and experience.

Operations & Logistics Coordination:

• Coordinate closely with the logistics, warehousing, and operations teams to ensure timely and accurate order fulfillment, manage carrier performance, and handle delivery escalations effectively.
• Work closely with Product Category, Tech Support, Operations, and Marketing to resolve systemic issues
• Support campaigns and launches with seamless CX planning and execution.

Revenue Enablement:

• Design and implement processes for cross-selling and upselling during customer support interactions.
• Train the CX team to identify revenue opportunities while maintaining a service-first mindset.
• Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings.

Data Analysis & Insights:

• Monitor key performance indicators (KPIs) such as CSAT, Net Promoter Score (NPS), First Response Time (FRT), and resolution rates.
• Use data to identify root causes of issues and share actionable insights with product, marketing, and supply chain teams to prevent recurrence.

Tooling & Automation:

• Select, implement, and optimize customer support tools and CRM platforms to enhance efficiency, incorporate self-service options (like automated tracking updates), and manage workflows.

Policy & Compliance:

• Design and enforce clear, fair customer service policies (returns, refunds, replacements) that align with legal requirements and brand values.

Qualification:

Desire Candidate Profile:

• Analytical Skills:

  Strong ability to interpret customer data, identify trends, and make data-driven decisions.

• Communication:

  Exceptional written and verbal communication skills, with the ability to de-escalate situations and articulate complex issues clearly to stakeholders at all levels.

• E-commerce/Logistics Knowledge:

  A deep understanding of the e-commerce fulfillment lifecycle, from order placement to delivery, including 3PL (third-party logistics) management and inventory basics.

• Problem-Solving:

  Excellent problem-solving skills and the ability to drive continuous improvement initiatives.

• Technical Proficiency:

  Hands-on experience with CRM systems, helpdesk software, and e-commerce platforms (Shopify experience preferred).