Manager Customer Experience & Training Excellence

CavinKare Group; Chennai; Presencial; INR 812.000 - 973.000; Jornada completa

Descripción de la vacante

CavinKare Group seeks an experienced Training & Customer Experience Lead in Chennai to design and deliver programs that elevate NPS, patient and pet-owner satisfaction, and loyalty across multiple hospital locations.

You will train teams to handle difficult customers, improve service quality, and drive adoption of new services, promotions, and wellness campaigns. A hands-on leader travels between sites and mentors managers.

Formación

• Bachelor's degree in any discipline.
• MBA, HR, Learning & Development or related qualifications are an advantage.
• Experience in healthcare, hospitality, premium retail, diagnostics or other customer-facing multi-location service businesses is preferred.
• Exceptional verbal communication, presentation, interpersonal and coaching skills.
• Strong command of English and Tamil; additional languages are an advantage.
• Proven ability to train frontline employees, supervisors and unit managers.
• Good understanding of customer satisfaction metrics, NPS, complaint management and service recovery.
• A hands-on approach with travel willingness.

Responsabilidades

• Design and deliver training programs to improve NPS, customer satisfaction and loyalty.
• Train teams to handle dissatisfied, irate and challenging customers professionally.
• Develop retention and service recovery techniques to win back detractors.
• Implement greeting, active listening, empathy and professional communication standards.
• Train employees to engage customers during waiting periods and delays.
• Create consistent customer experience standards across hospital touchpoints.
• Educate teams on Google reviews and online reputation management.
• Improve product and service knowledge to communicate value confidently.
• Develop training modules for new services, promotions and wellness campaigns.
• Build KPI-focused training effectiveness and monthly calendars.

Conocimientos

Verbal communication

Presentation skills

Interpersonal skills

Coaching skills

English and Tamil

Train frontline staff

Customer satisfaction metrics

NPS & service recovery

Curriculum design

Excel

PowerPoint

Performance dashboards

Conflict handling

Travel willingness

Educación

Bachelor's degree

MBA or related in HR/L&D (advantage)

Herramientas

Excel

PowerPoint

Performance dashboards

Descripción del empleo

KEY RESPONSIBILITIES

1. Customer Experience, NPS & Service Excellence

• Design and deliver training programs to improve Net Promoter Score (NPS), customer satisfaction and loyalty.
• Train teams to professionally handle dissatisfied, irate and challenging customers.
• Develop effective customer retention and service recovery techniques to win back detractors.
• Implement customer greeting, active listening, empathy, sympathy and professional communication standards.
• Train employees to engage customers meaningfully during waiting periods, service delays and other sensitive

situations.

• Create consistent customer experience standards across all hospital touchpoints.

2. Google Reviews & Online Reputation

• Train teams to encourage genuine customer feedback and Google reviews through ethical practices.
• Improve customer engagement and service recovery skills to strengthen overall Google ratings.
• Educate teams on responding professionally to positive and negative feedback.
• Identify recurring customer concerns and work with unit leadership to implement corrective actions.

3. Sales, Incentives & Service Knowledge

• Train employees on responsible cross-selling and upselling of relevant veterinary, grooming, preventive-care and

other pet services.

• Improve product and service knowledge to help employees communicate value confidently.
• Educate teams on incentive structures, eligibility, performance targets and achievement opportunities.
• Develop training modules for new services, promotional campaigns, wellness camps and special offers.
• Build stronger customer communication and conversion skills without compromising customer trust or veterinary

recommendations.

4. Grooming, Hygiene & Operational Excellence

• Train grooming teams on professional grooming standards, service quality, safety, hygiene and customer handling.
• Ensure employees understand and follow hospital hygiene and cleanliness protocols.
• Develop and reinforce Standard Operating Procedures (SOPs), workflows and ways of working.
• Conduct practical, on-the-job training and periodic service quality assessments.
• Work with medical and operational leaders to maintain consistent standards across hospital locations.

5. Employee Development & Leadership Building

• Identify individual skill gaps and create structured training and development plans.
• Design induction and refresher training programs for new and existing employees.
• Partner with HR and Operations in the recruitment, assessment and onboarding of unit managers and team leaders.
• Create and implement structured employee career growth ladders.
• Identify high-potential employees and prepare them for supervisory and managerial responsibilities.
• Coach unit managers on team engagement, performance management, conflict resolution and leadership skills.

6. Training Effectiveness & Continuous Improvement

• Develop monthly training calendars covering all hospital locations.
• Conduct classroom sessions, role-playing activities, practical demonstrations and on-floor coaching.
• Evaluate training effectiveness through observations, assessments, audits and performance improvements.
• Analyse customer feedback, NPS, Google reviews, complaints and employee performance data.
• Work with hospital teams to develop corrective action plans and ensure their implementation.
• Present monthly training effectiveness reports and measurable improvement outcomes to management.

KEY PERFORMANCE INDICATORS (KPIs)

Your success will be measured through real business and customer experience outcomes:

1.

Detractor Retention & Corrective Actions: Effectiveness in recovering dissatisfied customers, retaining them and implementing sustainable solutions to prevent repeated complaints.

2.

Net Promoter Score (NPS): Improvement in NPS through consistent service excellence, employee coaching and customer engagement.

3.

Irate Customer Retention (ICR): Effective tracking, resolution, recovery and retention of irate customers through a structured ICR tracker.

4.

Google Review Score: Improvement and consistency of Google ratings across hospital locations through improved customer experiences and genuine feedback.

5.

Employee Incentive Achievement: Improvement in employees' ability to achieve incentive targets through better knowledge, selling skills and performance coaching.

6.

Career Growth Ladder: Successful implementation of employee development pathways, leadership readiness and internal career progression.

WHO ARE WE LOOKING FOR?

• 38 Years of relevant experience in Learning & Development, Customer Experience Training, Service Excellence or Operations Training.

Experience in healthcare, hospitality, premium retail, diagnostics, QSR or other customer-facing, multi-location service businesses is preferred.

• Exceptional verbal communication, presentation, interpersonal and coaching skills.
• Strong command of English and Tamil; additional languages are an advantage.
• Proven ability to train frontline employees, supervisors and unit managers.
• Good understanding of customer satisfaction metrics, NPS, complaint management and service recovery.
• Ability to design engaging training programs and translate training into actual performance improvement.
• Strong analytical skills with working knowledge of Excel, PowerPoint and performance dashboards.
• Confident, empathetic, approachable and capable of managing difficult conversations.
• A hands-on approach with a willingness to work directly with employees and travel frequently.

Educational Qualification: Bachelor's degree in any discipline. MBA, HR, Learning & Development or related qualifications are an advantage.

WHO WILL SUCCEED IN THIS ROLE?

Someone who doesn't just conduct training sessions but changes behaviour, builds confidence, improves customer

experiences and delivers measurable results.

Location: Chennai | Travel Required

Compensation: Up to 80,000 per month, commensurate with experience and capability.

Join us and help build teams that care as much about the pet parent's experience as they do about the pet.