Senior Manager – Customer Experience – Online/eCommerce (4-8 yrs)

Key Responsibilities :

– As Sr Manager – Customer Experience, you would own the Voice of Customer for the Jupiter app and drive high impact projects that have a non-linear impact on customer experience

– Elevate experience at every touch-point across the customer life-cycle by analysing data, building strategy, designing user journeys and partner with allied teams to deliver great CX

– Lead and own the Voice of Customer (NPS) program. Recommend, prioritize and program-manage initiatives to address the most relevant levers of promotion and detraction

– Establish a framework for measuring customer experience. Build a scientific approach that reduces guesswork with strong correlation between inputs and outputs

– Drive the experience monitoring methodology – KPIs, dashboards and drive execution through metrics. Program-manage continuous improvement across each of them

– Develop a deep understanding of the customer need gaps and identify new initiatives, new business areas/ products that can have a significant needle moving impact on CX. Strongly influence product, CS, business roadmaps

– Be the strongest advocate for our customers and ensure that the customer voice is heard at various forums within the organization

Required Skills :

– Total 4-6 years of experience post MBA (5-8 years post Undergraduate degree)

– Prior experience in Startups, Consulting or General Management, preferably in consumer-facing industries

– Qualification : Undergraduate degree or MBA from top schools

– Fluency with data analysis and insights, SQL knowledge is an added advantage