Customer Experience Manager || Internet/E-commerce Company || Bangalore Position : Customer Experience Manager Location : Bangalore Company : Internet/ E commerce Job Responsibilities : - Track, oversee and optimize all customer interactions. - Manage the customer "life cycle," which includes all the steps customers go through when interacting with company. Foster customer loyalty through high-quality interactions at each step. - Work closely with Growth, Operations and product teams to continually understand, define and then refine the customer base. - Gather customer feedback, analyze it and then design specific processes that can be put into place so that their customers benefit while profits also improve. - Use Net Promoter Score and other tools to measure improvements over time. - End to end ownership of all customer experience metrics pertaining to Company such as ride ratings, Social ratings, NPS, CES etc. - Collate and analyse customer expressions of dissatisfaction and complaints, and Net Promoter Score feedback, ensure that NPS increases across the organisation over time. - Continually identify opportunities to improve the customer experience. - Deliver change initiatives identified internally or from external good practice to support improvement opportunities. - Facilitate Customer Experience focus groups with customers. - Build and manage the Online Reputation Management team. Desired candidature : - Rich experience in Customer Experience or Process Excellence teams. - Ability to analyse customer metrics, including Net Promoter Score. - Credible across operational areas, creates positive working environments, manages conflict. - Experienced in training, coaching and developing others. - Willing to integrate across teams, so that cross functional customer experience improvements are developed and implemented.

Bangalore

Manager - Customer Experience - Internet/eCommerce   

Manager - Customer Experience - Internet/eCommerce    ,Job Description for Manager - Customer Experience - Internet/eCommerce    in Talentiser in  Bangalore for (4-6) years of experience. Apply Now!

Job Description for Manager - Customer Experience - Internet/eCommerce    in Talentiser in  Bangalore for (4-6) years of experience. Apply Now!