Customer Experience Manager

𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟭𝟬𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟮𝟬𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟭𝟬-𝟮𝟬 𝗟𝗣𝗔)

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.

• Requirements

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.