Customer Experience Manager

8-12 Years

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Early Applicant

Job Description

Job Description

Key Responsibilities

Customer Experience Ownership

Own the end-to-end customer experience journey, including feedback, escalations, and recovery moments.
Design frameworks that consistently deliver customer delight, not just resolution.
Act as the single point of accountability for high-impact customer experiences.
Drive First Contact Resolution (FCR) and proactive experience recovery.

Voice of Customer & Insights

Build and own the Voice of Customer (VoC) program across touchpoints.
Track, analyze, and improve CX metrics such as NPS, CSAT, CES, sentiment score, and repeat issues.
Convert insights into experience-led product, process, and policy prepare and improvements.
Create leadership-ready dashboards and storytelling around customer insights.

Experience Design & Continuous Improvement

Identify friction points across the customer journey and redesign experiences to remove effort.
Standardize customer communication principles empathetic, clear, and on-brand.
Introduce lightweight playbooks and SOPs that scale with growth while staying human.
Drive continuous experimentation and iteration in customer experience design.

Cross-functional Influence

Partner closely with Sale, Procurement, Product, Tech, Operations, Legal, Marketing, and Growth teams to embed CX thinking early.
Influence roadmap decisions using customer data and real stories.
Lead field immersions and customer listening sessions to keep teams grounded in reality.

Digital, Automation & AI Enablement

Collaborate with Tech teams to leverage CRM, automation, and AI for proactive CX interventions.
Use predictive signals to identify dissatisfied customers early and trigger delight actions.
Ensure CX systems are scalable, data-rich, and startup-friendly.

Brand Trust & Online Experience

Partner with marketing team on customer engagement across social platforms and digital channels.
Strengthen brand trust by closing feedback loops and reducing negative sentiment.
Ensure DriveX's customer voice is consistent, respectful, and authentic across platforms.

Leadership & Culture

Requirements

What We're Looking For

Experience

8-12 years of experience in Customer Experience, Customer Delight, or Customer Advocacy roles.
Bachelors / Master's Degree in Management or relevant.
Experience in startups, consumer internet, mobility, EV, automotive, retail, or platform businesses is a plus.
Proven track record of improving NPS, customer sentiment, and loyalty at scale.
Comfort with ambiguity, speed, and building from scratch.

Skills & Competencies