Customer Experience Manager

Risk Management: Detect early signals of risks, address them, and provide a path to escalation.

Cross-Functional Coordination: Coordinate cross-functional processes that help meet complete resolution and satisfaction of customers:

1. Relay customer feedback to the Product team and Business stakeholders.
2. Align with the Support team on the resolution of major cases and report bugs to the technical team.
3. Provide feedback to Business on the readiness of solutions that improve customer experience.
4. Help the Technical team overcome any delays in system implementation by participating in UATs as and when required.

Required Skills to be successful:

1. Leadership Skills.
2. Negotiation Influencing Skills.
3. Interpersonal Skills.
4. Team Management Skills.
5. Excellent written and verbal communication skills.
6. Problem analysis and problem-solving.
7. Information management.
8. Formal presentation skills.
9. Persuasiveness.
10. Adaptability.
11. Innovation.
12. Judgment.
13. Decision-making.
14. Proficiency in communication & computer literacy are prerequisites.

What equips you for the role:

1. Minimum 8-10 years significant experience in Customer Service and Customer Experience.
2. Degree/higher level qualification in business/operations/customer experience.
3. Management and people development experience.
4. Data and Analytics experience and knowledge of how to determine trends from Data.
5. SAP or similar experience.
6. High level of MS Office.
7. Experience on NPS programs.
8. Excellent data and trend analysis skills.