Customer Experience Manager: Naukri; InfoEdge India Ltd

Info Edge; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Info Edge is seeking a Customer Experience Manager to lead initiatives that improve customer journeys and metrics. You will partner with sales, support, product, engineering and marketing to align on user needs and business goals.

You will advocate for customers through VOC insights, design new processes, and drive data-driven improvements across teams, ensuring a superior experience and measurable outcomes.

Qualifications

• MBA/PGDM in any specialization.
• 1-5 years experience in customer experience/support/management roles.
• Strong customer empathy and customer-centric mindset to convert relationships into advocacy.
• Excellent interpersonal, communication, and presentation skills.
• Strong problem solving and analytical thinking to translate data into action.
• Entrepreneurial drive; comfortable working in ambiguous, fast-changing environments.

Responsibilities

• Develop programs to improve Customer Experience and drive key metrics.
• Collaborate with sales, support, product, engineering and marketing to support strategic goals in alignment with user needs.
• Understand and advocate for customers through VOC and insights.
• Create/propose new processes and tools needed to run the entire Customer Experience Tracking across various teams.
• 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.

Skills

Customer empathy

Interpersonal skills

Communication skills

Analytical thinking

Problem solving

Entrepreneurial drive

Stakeholder collaboration

Presentation skills

Education

MBA/PGDM (any specialization)

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