Customer Experience Manager

Position Overview:

KEUS is a smart home automation solutions provider that caters to premium and luxury homes. Keus Is looking for a Manager- Customer Experience in the operations department. Someone who has good knowledge and expertise of home interior design, interior styling, and lighting. You will primarily be responsible for fully onboarding clients into KEUS smart home products and solutions in this capacity. Understanding the customer's persona and habits, as well as how they interact with their houses, and how to improve their scene-based living to improve their day-to-day living experience.

Key Responsibilities:

• Ensuring Clients are fully onboarded into KEUS Smart Home solutions by interacting and engaging with them.
• Demonstrating the full function and features of the KEUS products to the customer that helps them truly interact with the products.
• Explaining the function and feature of the KEUS Smart home app and usage, and ensuring that the customer is fully aware and enjoys the same.
• Requesting and collecting feedback from customers to learn about their experiences with KEUS products and solutions.
• Understanding the customer persona, and their space, and recommending customers wherever else in the clients places additional products are needed for a better experience.
• Understand the Keus system usage patterns of clients and recommend better solutions on usage.
• Should be able to handle customer escalations with respective to QRCs.
• Highlighting the concerns of the customers sharing the same with the internal stakeholders and providing structured solutions back to the customers on the identified issues.
• Responsible for health check callings and feedback review
• Responsible for driving positive reviews on social media platforms
• Should be able to work on data, based on customer feedback and TNI (Training needs improvement)
• Should be capable of handling transition and implementation of CRM and Tech tools.
• Drive the execution and installation quality parameters
• Advance in MS Excel (V-Look up & Pivot Table) and PowerPoint presentations
• Visiting a client's location on a case-to-case basis for client feedback.

Key measures of success:

• Highest level of customer satisfaction
• Zero escalations
• Efficient inter-departmental coordination
• Responsible for end-to-end customer journey
• Ensure the highest quality resolutions for service and support calls
• Escalation on the issue identification and resolution in a structured manner to management

Key Competencies:

• Customer first mindset
• Excellent Communication skills
• Ability and willingness to learn
• Proactive and Initiative
• Adaptability
• Data driven

Qualifications:

● At least 8 years of experience with minimum 3+ years of experience as Asst. Manager / Manager in the field of luxury products or solutions
● Handling a team of 5+ members
● Dealing with various internal and external stakeholders
● Interpersonal effectiveness, takes ownership, relationship skills, team management

Keus Culture:

Join a team that is passionate about innovation and excellence. At Keus, we value creativity, collaboration, ownership, and a commitment to leading the smart home revolution.

What Keus offers:

• The opportunity to be at the forefront of the home automation industry, working with high-end clientele.
• A dynamic and supportive work environment that values innovation and creativity.
• Competitive salary, commission structure, and benefits.
• Professional growth opportunities in a rapidly expanding company.

Keus is an Equal Opportunity Employer; We celebrate diversity and are committed to creating an inclusive environment for all employees.