Customer Experience Manager I

Customer Communication & Escalation Handling

• Ensure clear, consistent, and effective messaging across all customer touchpoints.
• Manage and resolve customer escalations promptly to maintain positive experience.

Stakeholder Engagement

• Lead discussions with sales, solutions, product, and support teams.
• Align customer experience strategies with business needs.

Data Analytics & Dashboard Monitoring

• Apply basic SQL skills to analyze customer data.
• Use analytics tools like Grafana and Power BI to extract insights.
• Monitor key metrics to support data-driven decisions in logistics and warehouse automation.

Customer Success Initiatives

• Develop initiatives to improve CSAT, NPS, on-time AMC renewals, and other metrics.
• Drive customer satisfaction, loyalty, and identify process improvement opportunities.

Advocacy Program Management

• Manage customer advocacy programs for testimonials, case studies, and referrals.

Performance Metrics & Reporting

• Define KPIs for customer experience and report on metrics to track improvement areas.