Senior Manager - CSAT

We are looking for a dynamic, analytical, and customer-obsessed professional for our Customer Satisfaction (CSAT) program. This role combines data-driven insight generation, process reimagination, and cross-functional collaboration to continuously improve the client experience and enable commercial teams with actionable intelligence.

Beyond driving CSAT, the role will partner closely with Sales, Delivery, and Strategy / Business teams to develop client-centric insights, identify experience improvement opportunities, and data-backed sales strategies.

 Key Responsibilities:

• Customer Experience Management: Lead the design, deployment, and governance of the CSAT framework, including metric definition, survey design, data collection, analysis, and reporting to senior leadership.


• Insight Generation & Client Intelligence: Develop a deep understanding of client sentiment, emerging needs, and pain points through qualitative and quantitative analysis; translate insights into business recommendations and growth opportunities for the business.


• Process Re-engineering: Identify and reimagine experience and feedback workflows across the client lifecycle; drive adoption of AI and automation to standardize processes and tools that improve quality, responsiveness and efficiency


• Program Management: Design and manage cross-functional customer delight, engagement and retention programs; track follow-up action on recommendations.


• Stakeholder Collaboration: Work closely with cross-functional teams to ensure intelligence from client feedback informs go-to-market and service delivery strategies.


• Continuous Improvement: Introduce new analytics tools, dashboards, and automation that enhance efficiency and reporting accuracy.

 Key Success Metrics:

• Improved CSAT/NPS metrics and response quality.


• Increase in actionable customer insights leveraged by Sales and Delivery.


• Adoption and impact of enablement materials and client intelligence briefs.


• Measurable improvements in customer experience processes and turnaround times.
  
   

Required Competencies:

• Master's in business administration or marketing


• 8+ years of experience primarily in Customer Experience. Exposure to Sales Enablement and Business Strategy roles (in B2B environment) preferred.


• Strong analytical skills with experience in data visualization and storytelling (e.g., Power BI, Tableau, or Excel).


• Demonstrated experience in designing and managing customer feedback or satisfaction programs.


• Advanced experience with quantitative and qualitative analytics tools (such as Qualtrics, and Satmetrix etc.) and methodologies (such as NPS, VoC, consumer feedback and sentiment analysis).


• Ability to translate data into actionable insights; strong business acumen.


• Familiarity with process optimization or program management methodologies.


• Excellent stakeholder management, communication, and influencing skills.


• Balance of strategic thinking and executional rigor.


• Strong time‑management and prioritization skills, enabling the ability to meet tight deadlines while executing at speed.


• Demonstrates strong stewardship of confidential and sensitive data. 

Desired Skills:

• Advanced MS Excel, Power Query and PowerPoint skills; Proficient in VBA, Macros, Power Bi, Text/sentiment analytics


• Well‑versed in primary and secondary research techniques, with hands‑on experience analyzing industry trends and market landscapes.


• Demonstrates strong capability in developing content and storyboards for leadership audiences.


• Strong analytical skills, experienced with large datasets, dashboard creation  QA, report automation and hypothesis testing.