Customer Experience Manager
Select Brands International Pvt. Ltd.
Location
Indore | India
Job description
Position Overview
We are seeking a talented and customer-focused individual to join our team as a Customer Experience Manager. In this role, you will be responsible for overseeing all aspects of the customer experience, from pre-purchase inquiries to post-purchase support. You will play a critical role in ensuring that our customers receive the highest level of service and support, driving customer satisfaction, loyalty, and retention.
Key Responsibilities Customer Relationship Management:
- Build and maintain strong, long-lasting relationships with key customers, understanding their needs, challenges, and objectives.
- Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and proactively identifying opportunities to add value.
Revenue Generation And Growth - Develop and execute strategies to drive revenue growth through upselling and cross-selling of additional products, services, or subscription plans.
- Collaborate with sales, marketing, and product teams to identify upsell/cross-sell opportunities and create targeted campaigns or promotions to promote them.
Optimize Customer Journey - Continuously evaluate and optimize the end-to-end customer journey, identifying areas for improvement and implementing solutions to enhance the overall experience.
- Collaborate with cross-functional teams, including marketing, sales, and product development, to ensure alignment and consistency in messaging and service delivery.
Gather And Analyze Customer Feedback - Solicit feedback from customers through surveys, reviews, and other channels, and leverage insights to identify trends, pain points, and opportunities for improvement.
- Analyze customer feedback and data to identify areas for process optimization, product enhancements, and service innovation.
Resolve Customer Issues And Escalations - Act as a point of escalation for complex customer inquiries or issues, ensuring prompt resolution and effective communication with customers.
- Identify root causes of recurring issues and work with relevant teams to implement long-term solutions to prevent future occurrences.
Drive Customer Engagement And Retention - Develop and implement strategies to increase customer engagement, loyalty, and retention.
- Proactively reach out to customers to gather feedback, address concerns, and promote new products or offerings.
Qualifications - Bachelor's degree in business, marketing, or a related field (preferred).
- Proven experience in customer service, customer experience management, or a related role, preferably in an e-commerce or D2C environment.
- Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
- Excellent communication skills, both verbal and written, with a customer-centric approach.
- Analytical mindset with the ability to gather and interpret data to drive informed decisions.
- Passion for delivering exceptional customer experiences and driving customer satisfaction and loyalty.
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