WeRize - Chief Manager - Customer Experience

Role Description:

- As Chief Manager - Customer Experience, you will play a key leadership role in owning and evolving our customer experience strategy across the lifecycle from onboarding to retention.

- Youll lead initiatives that directly impact satisfaction, NPS, resolution efficiency, and loyalty while embedding a customer-first culture across the company.

Key Responsibilities:

- Design and execute end-to-end customer experience strategies aligned with business objectives.
- Lead and optimize customer support operations, ensuring fast, effective, and empathetic resolutions across all touchpoints (voice, email, chat, social).

- Launch and scale customer programs to drive loyalty, retention, referrals, and engagement.

- Partner cross-functionally with Product, Tech, Marketing, Collections, and Sales to improve customer journeys.

- Build and manage dashboards to track and improve NPS, CSAT, first-response time, and resolution rate.

- Build a proactive CX roadmap to identify friction points and voice-of-customer (VOC) insights.

- Driving innovation using data, automation, and feedback loops to continuously improve service quality.

- Recruit, mentor, and upskill the customer experience team to ensure a high-performance, customer-obsessed mindset.

Attributes we are looking for:

- MBA from a Tier 1 institute is mandatory.

- 5-6 years of experience in a D2C company, ideally in a FinTech, EdTech, or Consumer Tech setup.

- Strong background in Customer Programs, CX Operations, Customer Retention, and Support Strategy.

- Proven ability to work with cross-functional teams and drive results in fast-paced environments.