Straive - Customer Experience Manager

Description:

Key Responsibilities:

- Lead, mentor, and develop a team of CX technology specialists, fostering a culture of innovation and excellence.

- Define and execute the CX technology transformation strategy, covering areas like CRM, contact center, digital channels, and analytics.

- Oversee the full project lifecycle, from ideation, design, development, deployment and post-launch optimization.

- Identify, evaluate, and champion the adoption of emerging technologies, particularly Generative AI (Gen AI), to revolutionize customer interactions, personalize experiences, and automate support functions.

- Manage stakeholder expectations, project timelines, budgets, and quality standards.

- Drive change management and ensure successful adoption of new CX platforms across the organization.

Required Skills & Experience:

- 8+ years of experience in CX technology implementation and transformation, with at least 3 years in a leadership role.

- Proven expertise in CRM platforms (e.g., Salesforce, Dynamics), contact center technologies, digital CX platforms, and data analytics.

- Demonstrated ability to identify, evaluate, and implement Gen AI solutions for CX enhancement (e.g., intelligent chatbots, personalized content generation, predictive service).

- Strong project/program management skills (Agile methodologies preferred).

- Excellent communication, negotiation, and stakeholder management abilities.

- Deep understanding of the Indian market and customer landscape.

- Bachelor's or Master's degree in Engineering, Computer Science, or a related technical field.