Customer Experience Manager

Risk Management: Detect early signals of risks address them, and provide path to escalation

Cross-Functional Coordination: Coordinate cross-functional processes that help meet complete resolution and satisfaction of customers:

• Relay customer feedback to the Product team and Business stakeholders
• Align with the Support team on resolution of major cases and report bugs to technical team
• Provide feedback to Business on the readiness of solutions that improves customer’s experience
• Help the Technical team overcome any delays in system implementation by participating in UATs as and when required
  

Required Skills to be successful:-

• Leadership Skills.
• Negotiation Influencing Skills.
• Interpersonal Skills.
• Team Management Skills.
• Excellent written and verbal communication skills
• Problem analysis and problem-solving
• Information management
• Formal presentation skills
• Persuasiveness
• Adaptability
• Innovation
• Judgment
• Decision-making
• Proficiency in communication & computer literacy are prerequisites.
  

What equips you for the role:

• Minimum 8-10 years s ignificant experience in Customer Service and Customer Experience
• Degree/higher level qualification in business/operations/customer experience
• Management and people development experience
• Data and Analytics experience and knowledge of how to determine trends from Data
• SAP or similar experience
• High level of MS Office
• Experience on NPS programs
• Excellent data and trend analysis skills