Customer Experience Manager

Agristo Masa; Bijnor; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Agristo Masa is seeking a Customer Experience Officer to ensure a consistent, customer-focused journey across touchpoints. You will build strong relationships, coordinate projects, and support product launches while collaborating with internal teams to improve customer experience and efficiency.

Key responsibilities include handling complaints, data capture, and order follow-ups, with emphasis on audit readiness and effective communication.

Qualifications

• Master's degree in business administration in Marketing or related field.
• 5-7 years of experience in Customer Experience or related fields.
• Experience from similar industry.
• Strong written and verbal communication skills and customer relationship management skills.

Responsibilities

• Build strong customer relationships and understand customer expectations.
• Coordinate customer projects and ensure timely information on launches, artwork, and volumes.
• Act as the first point of contact for complaints related to logistics, quality, packaging, and administration.
• Support demand forecasting and order management activities, ensuring smooth service delivery.

Skills

Communication skills

Customer relationship management

Analytical mindset

Education

MBA Marketing or related field

Job description

As a Customer Experience Officer, you will be the central point of contact for customers, ensuring a consistent and customer-focused experience throughout the customer journey. The role involves building strong customer relationships, coordinating customer projects and order follow-up, supporting product launches, resolving customer complaints, and collaborating closely with internal teams to enhance customer experience and operational efficiency.

Key Roles & Responsibilities

Customer Identity & Customer Engagement

• Build strong customer relationships and understand customer expectations effectively.
• Capture and maintain relevant customer data throughout the customer journey.
• Follow up on customer satisfaction and engagement feedback loops (VoC).
• Analyze customer interactions and feedback to support customer experience improvements.
• Represent Customer Experience during customer interactions, visits, and audits.

Product Solutions & Customer Coordination

• Translate customer product and packaging needs into operational requirements.
• Coordinate customer projects and initiate required internal activities.
• Monitor progress and keep customers informed regarding launches, artwork, and volumes.
• Guide customers during first production runs and support issue resolution.
• Coordinate with internal teams to ensure smooth service delivery.

Complaints & Compliance Management

• Act as the first point of contact for customer complaints related to logistics, quality, packaging, and administration.
• Register, investigate, and coordinate corrective actions for customer complaints.
• Ensure timely customer communication and follow-up on complaint resolution.
• Facilitate customer audits, validations, specifications, and questionnaires.
• Contribute to improvements based on recurring customer issues.

Demand & Delivery Coordination

• Anticipate customer demand and coordinate timely deliveries with internal teams.
• Capture customer orders and ensure timely order entry and follow-up.
• Support demand forecasting and order management activities.
• Optimize stock usage in line with customer demand and delivery requirements.
• Use dashboards and reporting tools to support customer satisfaction improvements.

Educational and Practical requirements:

• Master's degree in business administration in Marketing, or related field.
• 5-7 years of experience in Customer Experience or related fields.
• Experience from similar industry.
• Strong written and verbal communication skills, and customer relationship management skills.
• Ability to manage customer interactions, complaints, and operational coordination effectively.

Management Behavioural Competencies:

• Customer-oriented mindset with focus on long-term relationships.
• Solution-oriented and proactive approach towards problem solving.
• Ownership and accountability for customer service delivery.
• Strong collaboration and supportive behaviour across teams.
• Analytical mindset with focus on customer experience improvements.