Deputy Manager - Operations

WNS; Gurugram District; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

WNS is seeking a Dynamic Customer Program Manager with expertise in the B2B SaaS domain. This role blends customer success, advocacy, marketing, and sales skills to enhance customer engagement and drive program success.

You will act as the primary liaison between clients and internal teams, ensuring customer needs are met while aligning with business objectives. The role involves managing hundreds of customer accounts, designing engagement programs, and tracking metrics such as NPS and churn to

Qualifications

• Bachelor's degree required in Marketing, Business Administration, or related field.
• At least 3 years in customer advocacy or customer program management.
• Experience in B2B SaaS/Tech domain preferred.

Responsibilities

• Manage profiles of hundreds of customer accounts, their status, and willingness to participate in advocacy programs.
• Craft customer engagement programs (webinars, thought leadership, white papers, referral programs) to drive program adoption.
• Monitor key metrics (NPS, customer health scores, churn rates, expansion revenue) and report insights.

Skills

Customer advocacy

Customer program management

B2B SaaS/Tech domain

Education

Bachelor's degree in Marketing, Business Administration, or related field

Job description

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence. We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400 clients with the help of our 44,000 employees.

Job Description

Role Overview: Dynamic Customer Program Manager with expertise in the B2B SaaS domain. This role blends customer success, advocacy, marketing, and sales skills to enhance customer engagement and drive program success. Acts as the primary liaison between clients and internal teams, ensuring customer needs are met while aligning with business objectives.

Key Responsibilities: Work with VP, Customer Advocacy to manage profiles of hundreds of customer accounts, their status and willingness to participate in advocacy programs. Craft customer engagement programs (webinars, thought leadership, white papers, referral programs) which VP, Customer Advocacy will pitch to merchant customers. Monitor key metrics (NPS, customer health scores, churn rates, expansion revenue).

Qualifications: Bachelor&aposs degree in Marketing, Business Administration, or related field 3 years in customer advocacy, customer program management, or related area Expertise in B2B SaaS/Tech domain.