Mahindra & Mahindra - Manager - Customer Experience - IIM/FMS/MDI/XLRI

Position Overview:

As a Customer Experience Manager, you will be responsible for developing and implementing strategies to enhance and optimize the customer experience across various channels and touchpoints. Your primary goal will be to capture customer feedback and accordingly create seamless and engaging digital / omnichannel interactions that drive customer satisfaction, loyalty, and business growth. You will collaborate with cross-functional teams, including marketing, sales, design, and technology, to ensure consistent and exceptional digital experiences that align with the company's brand and objectives.

Key Responsibilities:

Customer Feedback Collection and Analysis:

- Design and implement comprehensive customer feedback collection strategies using various channels, such as surveys, interviews, focus groups, social media monitoring, and customer support interactions.

- Utilize Digital feedback management systems and tools to efficiently gather, organize, and analyze customer feedback data.

- Analyze feedback data to identify trends, patterns, and key insights that can drive actionable improvements in products, services, and customer experiences.

- Develop and implement customer satisfaction measurement methodologies, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

- Track and monitor customer satisfaction metrics regularly to assess performance and identify areas for improvement.

Strategy Development:

- Develop and execute a comprehensive digital customer experience strategy that aligns with the overall business goals and objectives.

- Identify key customer touchpoints and channels, and devise strategies to optimize the digital experience throughout the customer journey.

- Conduct market research and analyze customer insights to understand their needs, preferences, and behaviors, and incorporate these findings into the digital experience strategy.

User Experience Optimization:

- Evaluate and improve the user experience across digital platforms, including websites, mobile apps, social media, and other relevant channels.

- Collaborate with design and development teams to create intuitive, user-friendly interfaces that deliver a seamless digital experience.

- Implement user testing methodologies to gather feedback and insights for continuous improvement of the digital customer experience.

Content Management:

- Ensure the digital content is relevant, engaging, and consistent across all platforms and touchpoints.

- Collaborate with content creators, copywriters, and designers to develop compelling and customer-centric content.

- Optimize content for search engines and ensure it aligns with SEO best practices to improve visibility and organic traffic.

Data Analysis and Insights:

- Leverage customer data and analytics tools to measure and track the effectiveness of digital customer experiences.

- Identify trends, patterns, and areas for improvement based on data insights, user feedback, and market research.

- Use data-driven insights to make informed decisions and drive continuous optimization of the digital customer experience.

Collaboration and Stakeholder Management:

- Collaborate with cross-functional teams, including marketing, sales, IT, and customer support, to align digital customer experiences with overall business objectives.

- Work closely with internal stakeholders to understand their requirements and ensure their needs are met through the digital customer experience initiatives.

- Build strong relationships with external partners, agencies, and vendors to leverage their expertise and stay updated on industry trends and best practices.

Qualifications:

- Master's degree in marketing, business administration, or a related field (advanced degree preferred), MBA from Tier 1 B-School with 2-4 years of experience

- Proven experience in digital marketing, customer experience management, or a similar role.

- Strong understanding of customer experience principles, digital technologies, and user-centered design.

- Proficient in using analytics tools and platforms to gather insights and make data-driven decisions.

- Excellent project management skills with the ability to prioritize and handle multiple projects simultaneously.

- Strong communication and interpersonal skills to collaborate effectively with cross-functional teams and stakeholders.

- Creative and innovative mindset with a passion for delivering exceptional digital experiences.

- Familiarity with relevant software applications, content management systems, and digital marketing tools.

- As a Digital Customer Experience Manager, you will play a crucial role in shaping and enhancing the digital interactions between the company and its customers. By leveraging your expertise in customer experience, digital marketing, and data analysis, you will help drive customer satisfaction, loyalty, and business growth in an increasingly digital world.