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Open nowPosted 8 hours ago

Customer Experience Manager

Workable (global search)107,903 open roles

Where
Delhi, DL, India
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Your applicationOpen nowCustomer Experience ManagerWorkable (global search) · Delhi, DL, India

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10.5% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 6 days.

Share of postings closed within
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  2. 4.3%3 days
  3. 10.5%7 days
  4. 15.9%14 days
  5. 34.1%30 days
This job: posted 8 hours ago

Workable (global search) median: 6 days open

The posting

𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟭𝟬𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟮𝟬𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟭𝟬-𝟮𝟬 𝗟𝗣𝗔)

Experience: 4+ yrs

Location: India

We are looking for a customer-focused and data-driven Customer Experience Manager to enhance customer satisfaction, strengthen customer loyalty, and improve end-to-end customer journeys. The ideal candidate will have experience in customer experience management within the airline, hospitality, or retail industry, with a strong understanding of customer satisfaction metrics, particularly Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).

This role requires a professional who can translate customer feedback and performance data into actionable improvements, streamline customer interactions, and build effective strategies to deliver consistent, high-quality customer experiences.

Requirements

Key Responsibilities

  • Develop and implement customer experience strategies to improve CSAT, NPS, customer loyalty, and retention.
  • Monitor customer satisfaction metrics, feedback, complaints, and service performance across customer touchpoints.
  • Analyse customer data to identify recurring issues, service gaps, and opportunities to improve customer journeys.
  • Design and manage customer feedback programmes, surveys, and other mechanisms for collecting customer insights.
  • Translate customer feedback and performance trends into actionable recommendations and improvement initiatives.
  • Collaborate with customer service, operations, sales, and other teams to address customer pain points.
  • Establish and monitor customer experience standards, service benchmarks, and performance indicators.
  • Identify root causes of customer dissatisfaction and coordinate corrective and preventive actions.
  • Track the effectiveness of customer experience initiatives and report measurable improvements to management.
  • Develop dashboards and regular reports highlighting CSAT, NPS, complaint trends, and customer experience performance.
  • Support the development of customer service processes, escalation frameworks, and service recovery initiatives.
  • Promote a customer-centric culture through stakeholder engagement, employee training, and continuous improvement.
  • Benchmark customer experience practices and identify opportunities to adopt industry best practices.

What Makes You a Great Fit

  • 4+ years of experience in customer experience, customer success, service quality, or customer satisfaction management.
  • Experience in the airline, hospitality, or retail industry is strongly preferred.
  • Hands-on experience measuring, analysing, and improving CSAT and NPS.
  • Strong understanding of customer journey mapping, feedback analysis, service quality, and customer retention.
  • Experience using customer feedback, surveys, and performance data to identify service improvement opportunities.
  • Proven ability to convert customer insights into practical initiatives and measurable outcomes.
  • Strong analytical skills, including data interpretation, reporting, and performance tracking.
  • Excellent communication, stakeholder-management, and cross-functional collaboration skills.
  • Strong problem-solving abilities and experience conducting root-cause analysis.
  • Ability to manage multiple initiatives, influence stakeholders, and drive continuous improvement.
  • A customer-first mindset with a strong commitment to service excellence and customer loyalty.
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