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04/09 Kavita Tiwari
Manager - Talent Acquisition at Talentiser

Views:1609 Applications:97 Rec. Actions:Recruiter Actions:2

Manager - Customer Experience - Internet/eCommerce (4-6 yrs)

Bangalore Job Code: 739297

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.

Women-friendly workplace:

Maternity and Paternity Benefits

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