Customer Experience Manager

Info Edge; Dadri; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Info Edge seeks a Customer Experience Manager to lead programs that boost customer satisfaction and drive key metrics across multiple teams. The role requires collaboration with sales, support, product, engineering and marketing to ensure customer success while advocating for user needs using VOC insights.

Candidates should have an MBA/PGDM and 1–5 years in customer experience roles, with strong empathy, communication, and problem-solving abilities to translate data into action.

Qualifications

• MBA/PGDM or PGDM in any specialization.
• 1–5 years of experience in customer experience, customer support or customer management.
• Strong empathy and customer-centric mindset with ability to translate relationships into advocacy.

Responsibilities

• Develop programs to improve Customer Experience and drive key metrics.
• Collaborate with sales, support, product, engineering and marketing to align with user needs.
• Advocate for customers through VOC and insights.
• Propose processes and tools to manage Customer Experience tracking across teams.
• Research new customer touchpoints and ideas to enhance experience.
• Drive and ensure customer servicing processes and metrics.
• Analyze customer data to continually improve experience.

Skills

Customer Experience

Stakeholder Management

Analytical Thinking

Communication Skills

Presentation Skills

Empathy

Education

MBA/PGDM

Job description

Customer Experience Manager:

Responsibilities:

• Develop programs to improve Customer Experience and drive their key metrics while working in close collaboration with other stakeholders to ensure customer success.
• Build effective and trusting business relationships with sales, support, product, engineering and marketing teams to support strategic goals in alignment with user needs.
• Understand and advocate for customers and their needs through VOC and insights.
• Create/propose new processes and tools needed to run the entire Customer Experience Tracking across various teams at naukri
• Research and come up with new Customer Experience touchpoints/ideas
• Accountable for driving and ensuring customer servicing process and metrics
• Analyse customer data to improve customer experience.

Requirements:

• MBA/PGDM (any specialization)
• 1-5yrs experience with Customer Experience/customer support/customer management roles
• Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy
• Excellent interpersonal, communication, and presentation skills
• Strong problem solving and analytical thinking to translate data into action
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments