Key Responsibilities:Drive initiatives to improve customer experience, retention, and satisfaction across channels.Analyze customer feedback (NPS, CSAT, CES) to identify trends and pain points.Collaborate cross-functionally with sales, product, and operations to resolve systemic issues.Design and implement customer journey maps and service improvement plans.Lead or support training programs that build a customer-centric culture.Monitor KPIs, generate insights, and present actionable recommendations to leadership.Own escalations for complex issues, ensuring quick and empathetic resolution.Qualifications:Bachelor’s degree (MBA preferred) in Business, Marketing, or related field.5–8 years of experience in Customer Experience, Service Excellence, or Process Improvement.Strong analytical skills with experience in customer feedback tools and CRM platforms.Excellent communication, project management, and stakeholder engagement skills.Certifications like Lean Six Sigma (Green Belt) or Customer Experience (CXPA, CCXP) are a plus.
Job Title
Customer Experience Manager