Customer Experience Manager- Naukri.com

JD for the Customer Experience Manager role.

Responsibilities:

• Develop programs to improve Customer Experience and drive their key metrics while working in close collaboration with other stakeholders to ensure customer success.
• Build effective and trusting business relationships with sales, support, product, engineering and marketing teams to support strategic goals in alignment with user needs.
• Understand and advocate for customers and their needs through VOC and insights.
• Create/propose new processes and tools needed to run the entire Customer Experience Tracking across various teams at naukri
• Research and come up with new Customer Experience touchpoints/ideas
• Accountable for driving and ensuring customer servicing process and metrics
• Analyse customer data to improve customer experience.

Requirements:

• MBA/PGDM (any specialization)
• 1-5yrs experience with Customer Experience/customer support/customer management roles
• Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy
• Excellent interpersonal, communication, and presentation skills
• Strong problem solving and analytical thinking to translate data into action
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments