Location: Mumbai Opportunity with Internet co in matrimony space and real estate space THIS IS NOT A CUSTOMER SERVICE MANAGER ROLE - KINDLY DO NOT SHARE CUSTOMER CARE MANAGER PROFILES Key Points - Conduct studies and research to discover new techniques necessary for improving customer experience - Conduct surveys to gather information on customer opinion about the organisation - Projects and initiatives that enlighten company staff on the associated benefits/consequences of their decisions on customer experience - Supervise the activities of customer experience team to ensure their interaction with customers reflect true customer sentiment - Liaise with the production and creative departments to ensure delivery of high quality products and services RESPONSIBILITIES 1. Own Customer CSAT &amp; NPS for all platforms including Android App, iOS app, &amp; website and M-site. Track Voice of customers to have deep understanding on the pain points of customers. 2. Ambassador for driving culture of customer experience by owning and running ongoing programs within the organisation. Make it possible for employees in Product, Tech, Design and all other departments to have access to customer interactions, to help them live the Shaadi value of Be the user. 3. Gain a deep understanding of user motivations, user psychography, business objectives, market opportunities and competition. Role requires to constantly study competition in the same industry and outside, to have insight on what can help Shaadi be the best in class at all times. 4. To analyse data points for various segments of the customer base, to back insights with data &amp; recommend changes that significantly impact user experience. 5. Work cross functionally with various teams like Product, Tech, Design, Growth &amp; all Customer facing teams to drive &amp; project manage changes that help improve user experience. 6. Map different customer journeys to identify gaps that impact the user experience &amp; recommend customer friendly journey that are best in class. 7. Regularly audit various touch points for customers and ensure consistent &amp; clear messaging across in line with the Brand values and needs of the customer. 8. Conduct customer interviews based on themes and insight requirement to help business gain insight on customer requirements. 9. Have a view on Customer delight and complaints to have balance view of the what creates and leads to customer angst. Requirements 1. At least 3 -6 years of work experience with 3 years of expertise B to C customer experience, where candidate has worked on projects that are directly impacting user experience. 2. At least Bachelor's degree, MBA will be preferred. 3. Has worked with cross functional teams to drive and deliver projects at an individual contributor role. 4. Is able to understand customer journeys and demonstrates ability to identify gaps. 5. Has worked in a role that requires to understanding on CSAT, NPS, customer retention or any other customer metrics Call me at 9654383898

Mumbai

Manager - Consumer Behavior Analysis - Online/Internet - Matrimony/Real Estate Domain 

Manager - Consumer Behavior Analysis - Online/Internet - Matrimony/Real Estate Domain  ,Job Description for Manager - Consumer Behavior Analysis - Online/Internet - Matrimony/Real Estate Domain  in Ally - eXecutive in  Mumbai for (2-8) years of experience. Apply Now!

Job Description for Manager - Consumer Behavior Analysis - Online/Internet - Matrimony/Real Estate Domain  in Ally - eXecutive in  Mumbai for (2-8) years of experience. Apply Now!