Customer Experience Manager

Position: Customer& Process Excellence Manager

Company: Delhi Press

Location: Delhi

Job Type: Full time

About Company: Delhi Press is the leading magazine publishing house in India, publishing popular titles like the Caravan, Grihshobha, Champak, Sarita and Manohar Kahaniyan. Along with the magazines, the publishing house runs multiple websites and digital assets, as well as a suite of on ground events. We are looking for a detail orients process excellence professional, for bringing about improvements for various process within the publishing house, foremost amongst them for our subscribers and readers.

Job Description

CPE will be responsible for developing and implementing strategies to consistently deliver exceptional customer experience both for external and internal customers, across all touchpoints, analysing customer feedback to identify areas for improvement, and collaborating with cross-functional teams to ensure customer satisfaction and loyalty are maximized within an organization. Along with customer excellence, the person will be responsible for identifying, analysing, and implementing improvements to the organization's business processes by utilizing methodologies like Lean Six Sigma, to optimize efficiency, effectiveness, and overall performance, often leading process improvement projects and fostering a culture of continuous improvement across departments.

Primary Responsibilities

• Identify areas for improvement by conducting process audits, analysing data, observing operations, and soliciting feedback from employees and customers.
• Conduct detailed process mapping as part of gap and root cause analysis to identify inefficiencies impacting customer deliverables.
• Guide, direct, maintain and monitor all activities associated with the successful Quality Application & Continuous Improvement.
• Collaborate with cross-functional teams to ensure alignment and successful project execution.
• Work closely with business leadership to implement and deliver process improvements to improve metrics of customer experience enhancement program.
• Ensure completion of process improvement projects within a specified time frame.
• Coordinate communication activities and market the process and results by publicising goals, plans, progress, and results.

Key requirements:

• Technical Skills:
• Proficiency in process improvement methodologies (Lean, Six Sigma, etc.)
• Data analysis and statistical tools (Excel, Minitab)
• Process mapping and modeling software (Visio)
• Soft Skills:
• Excellent communication and interpersonal skills
• Leadership and team building abilities
• Problem-solving and critical thinking
• Change management expertise
• Experience:
• Proven track record of successful process improvement projects
• Experience working across different business functions
• Ability to identify and prioritize improvement opportunities
• Specific Responsibilities:
• Analysing current customer impacting processes and identify areas for improvement
• Designing and implementing process improvement initiatives
• Developing and monitoring key performance indicators (KPIs)
• Facilitating cross-functional teams to drive change
• Training and coaching employees on process improvement methodologies
• Communicating project progress to senior leadership

How to apply:

Interested candidates are invited to submit their resume and a cover letter outlining their experience and qualifications to hr@delhipress.in . Subject Line should read- Application for Customer & Process Excellence Manager.”