Customer Experience Manager

Titan Company

Bengaluru

On-site

INR 900,000 - 1,500,000

Full time

5 days ago

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Job summary

Titan Company is seeking a Customer Experience and Analytics professional to drive NPS programs, manage Google reviews, and derive actionable insights from customer data. You will lead loyalty initiatives, optimize the customer journey, and collaborate with retail and marketing teams to improve satisfaction and retention.

The role focuses on building dashboards, reporting, and continuous improvement through data-driven decisions across the Tata group’s Titan/Taneira ecosystem in Bengaluru.

Qualifications

Bachelor's degree in Business, Marketing, Management, Statistics, Analytics, or related discipline.
MBA or postgraduate qualification preferred.

Responsibilities

Drive Net Promoter Score (NPS) program across touchpoints and manage customer feedback.
Develop dashboards and periodic reports for stakeholders to monitor performance.
Analyse customer reviews and sentiment to identify themes and improvement opportunities.
Plan and manage loyalty programs and customer engagement initiatives to boost retention.
Improve customer journey and in-store experiences across touchpoints and occasions.
Track CX metrics and drive continuous improvement through data-driven actions.

Skills

NPS Management

Dashboarding

CRM Management

Customer Analytics

Stakeholder Management

Education

Bachelor's degree in Business, Marketing, Management, Statistics, Analytics, or related discipline

MBA/Postgraduate qualification preferred

Job description

Job Requirements

To drive customer experience excellence for Taneira through customer feedback management, customer insights, loyalty program execution, customer journey enhancement, and data-driven interventions that improve satisfaction, retention, engagement, and business outcomes across retail stores.

Key Responsibilities

1. Customer Experience & NPS Management

Manage the end-to-end Net Promoter Score (NPS) program across customer touchpoints.
Analyse customer feedback and identify key drivers of customer satisfaction and dissatisfaction.
Design and enhance feedback collection mechanisms to generate actionable customer insights.
Develop periodic NPS reports, dashboards, and performance reviews for business stakeholders.
Monitor NPS performance trends and recommend improvement actions.
Drive resolution and closure of passive and detractor customer cases through cross-functional collaboration.
Conduct root cause analysis and support corrective action implementation.
Partner with business, training, and store teams to improve customer experience metrics.
Support automation and digitization of customer experience reporting and dashboards.

2. Customer Reviews & Reputation Management (Google My Business)

Monitor and manage customer reviews across Google My Business (GMB) platforms.
Develop and maintain automated reports providing store-level visibility on customer sentiment and review performance.
Analyse customer review verbatims to identify recurring themes, service gaps, and improvement opportunities.
Coordinate with relevant stakeholders to resolve customer issues highlighted through digital review platforms.
Ensure store information and operational statuses on public platforms remain accurate and updated.
Support reputation management initiatives that enhance brand perception and customer trust.

3. Customer Insights & Non-Purchase Analytics

Manage and analyse Non-Purchase (NP) data to identify barriers impacting customer conversion.
Develop and maintain dashboards and analytical tools to provide visibility into customer non-purchase reasons.
Generate actionable insights and recommendations for business and category teams.
Facilitate regular review forums with stakeholders to track trends, improvement opportunities, and corrective actions.
Drive data-based decision making to enhance sales conversion and customer experience.

4. Loyalty Program & Customer Engagement Management

Plan and execute customer engagement and loyalty initiatives aimed at increasing retention and customer lifetime value.
Identify and segment target customer cohorts based on customer behaviour, value, and engagement metrics.
Design customer gifting and engagement programmes to strengthen customer relationships.
Manage end-to-end execution of loyalty campaigns, including communication, gifting selection, logistics coordination, and performance tracking.
Monitor program effectiveness through defined metrics such as engagement, retention, repeat purchases, and revenue contribution.
Develop enhancement proposals and future strategies to improve loyalty program effectiveness and customer participation.

5. Customer Journey & Experience Enhancement

Identify opportunities to improve customer journey and in-store experience across touchpoints.
Conceptualise and execute customer engagement initiatives for festivals, anniversaries, and special occasions.
Source and introduce customer gifting solutions aligned with customer preferences and regional requirements.
Collaborate with internal stakeholders to enhance sensory and experiential aspects of the retail environment.
Manage and periodically refresh customer-facing experience elements such as in-store music and ambience initiatives.
Ensure consistency in execution of customer experience standards across stores.

6. Reporting, Analytics & Continuous Improvement

Build and manage dashboards, reports, and performance trackers to support business decision-making.
Analyse customer data to identify trends, opportunities, and emerging customer needs.
Present insights and recommendations to cross-functional stakeholders.
Support process improvements and automation initiatives to improve efficiency and visibility.
Track key customer experience, engagement, retention, and operational performance metrics.

Key Stakeholders

Internal