Customer Experience Manager

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: - ( - )

Experience: 4+ yrs

Location: India

We are looking for a customer-focused and data-driven Customer Experience Manager to enhance customer satisfaction, strengthen customer loyalty, and improve end-to-end customer journeys. The ideal candidate will have experience in customer experience management within the airline, hospitality, or retail industry, with a strong understanding of customer satisfaction metrics, particularly Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).

This role requires a professional who can translate customer feedback and performance data into actionable improvements, streamline customer interactions, and build effective strategies to deliver consistent, high-quality customer experiences.

Key Responsibilities

• Develop and implement customer experience strategies to improve CSAT, NPS, customer loyalty, and retention.
• Monitor customer satisfaction metrics, feedback, complaints, and service performance across customer touchpoints.
• Analyse customer data to identify recurring issues, service gaps, and opportunities to improve customer journeys.
• Design and manage customer feedback programmes, surveys, and other mechanisms for collecting customer insights.
• Translate customer feedback and performance trends into actionable recommendations and improvement initiatives.
• Collaborate with customer service, operations, sales, and other teams to address customer pain points.
• Establish and monitor customer experience standards, service benchmarks, and performance indicators.
• Identify root causes of customer dissatisfaction and coordinate corrective and preventive actions.
• Track the effectiveness of customer experience initiatives and report measurable improvements to management.
• Develop dashboards and regular reports highlighting CSAT, NPS, complaint trends, and customer experience performance.
• Support the development of customer service processes, escalation frameworks, and service recovery initiatives.
• Promote a customer-centric culture through stakeholder engagement, employee training, and continuous improvement.
• Benchmark customer experience practices and identify opportunities to adopt industry best practices.

What Makes You a Great Fit

• 4+ years of experience in customer experience, customer success, service quality, or customer satisfaction management.
• Experience in the airline, hospitality, or retail industry is strongly preferred.
• Hands-on experience measuring, analysing, and improving CSAT and NPS.
• Strong understanding of customer journey mapping, feedback analysis, service quality, and customer retention.
• Experience using customer feedback, surveys, and performance data to identify service improvement opportunities.
• Proven ability to convert customer insights into practical initiatives and measurable outcomes.
• Strong analytical skills, including data interpretation, reporting, and performance tracking.
• Excellent communication, stakeholder-management, and cross-functional collaboration skills.
• Strong problem-solving abilities and experience conducting root-cause analysis.
• Ability to manage multiple initiatives, influence stakeholders, and drive continuous improvement.
• A customer-first mindset with a strong commitment to service excellence and customer loyalty.