Customer Experience Manager

Anika Industries; Mumbai Suburban; On-site; INR 900,000 - 1,500,000; Full time

Job summary

HOABL is seeking a Customer Experience Manager to oversee relationships with a portfolio of ~250 high-value customers and contribute to substantial collections and new business yearly.

The role emphasizes empathy with execution, proactive engagement, and cross-functional collaboration to deliver outstanding service and drive loyalty.

Qualifications

• MBA (Sales & Marketing preferred).
• 3+ years in customer-facing or relationship management role.

Responsibilities

• Manage lifecycle relationships with ~250 customers across allocated segments/projects.
• Drive revenue through referrals, upgrades, and cross-sell conversations.
• Ensure query resolution within defined TATs and maintain a low escalation rate.
• Keep CRM systems and trackers updated with accurate, real-time data.
• Represent HOABL's values through respectful, professional, and customer-first behavior.

Skills

Customer-facing experience

Relationship management

Education

MBA (Sales & Marketing preferred)

Job description

Purpose of the Role

As a Customer Experience Manager (CEM), you are the face of HOABL to our customers a strategic partner who balances empathy with execution, and service with sales. Youll own the

relationship across a portfolio of ~250 high-value customers, contributing to 120 Cr in collections and 30 Cr in new business generation annually.

Key Responsibilities

Customer Engagement

• Manage lifecycle relationships with ~250 customers across allocated segments/projects.
• Deliver proactive engagement at key milestones and moments of truth to build trust and loyalty.
• Drive customer delight through responsiveness, personalization, and high-touch service.

Revenue Ownership

• Own a collections book of 120 Cr per year - driving timely and consistent follow-ups.
• Enable 30 Cr+ in new business annually through referrals, upgrades, and cross-sell conversations.
• Improve engagement and mindshare to unlock loyalty and renewal potential.

Service Excellence

• Ensure query resolution within defined TATs; maintain a low complaint escalation rate.
• Standardize and elevate customer interactions across all touchpoints - calls, visits, emails, messages.
• Collaborate with internal teams to resolve issues, track complaints, and elevate systemic blockers.

Process, Systems & Reporting

• Keep all CRM systems and trackers updated with accurate, real-time data.
• Maintain documentation hygiene across customer files, transaction records, and communication logs.
• Track customer satisfaction and share actionable insights for process enhancement.

Culture & Contribution

• Represent HOABL's values through respectful, professional, and customer-first behavior.
• Be flexible, adaptive, and solution-driven - especially in high-stakes or emotionally charged scenarios.
• Bring market intelligence and service innovation ideas from outside-in.

Qualifications

• Education: MBA (Sales & Marketing preferred)
• Experience: 3+ years in customer-facing or relationship management role