Manager - Business Excellence & Customer Experience

Description:

Manager Business Excellence & Customer Experience

Location: Gurgaon

About the Role:

We are seeking a dynamic professional from the manufacturing sector to lead initiatives that strengthen customer experience and sales process efficiency. This role focuses on driving business excellence through structured frameworks, digital enablement, and customer-centric practices across teams.

Key Responsibilities:

- Design and implement standardized sales and service processes to improve team efficiency and consistency.

- Strengthen utilization of tools such as CRM dashboards and reporting systems for better business visibility.

- Generate insights and metrics that support sales planning, forecasting, and performance reviews.

- Partner with sales and cross-functional teams to drive continuous improvement and operational discipline.

- Develop and execute initiatives aimed at improving customer engagement, responsiveness, and satisfaction.

- Conduct and manage feedback programs (such as NPS or customer surveys), analyze data, and collaborate with internal stakeholders to act on key insights.

- Promote adoption of digital platforms to enhance the overall customer journey.

- Foster a culture that places customer value at the core of business decisions.

To fit the bill, you must have:

- 5+ years of professional experience, including at least 3+ years in Customer Experience, Business Excellence, or Sales Enablement roles.

- Prior exposure to the manufacturing or process-driven B2B industry is essential.

- Strong analytical skills with the ability to translate data into meaningful actions.

- Excellent communication, collaboration, and change management skills.

- MBA or equivalent business qualification.