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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.
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.