- 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.
- 56 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.
- Strong analytical mindset and comfort working with data/CRM tools to derive insights.
- Excellent communication, stakeholder management, and problem-solving skills.
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