We are looking to hire a full-time CX Strategy Manager with 8+ years of experience in Customer Experience domain. The role is based in our Hyderabad Corporate Office and will report into Head - CX. The selected candidate will be responsible for developing and executing customer experience strategies, thereby optimizing & enhancing customer satisfaction and loyalty. The role also involves leading customer experience programs, measuring key performance indicators, and providing actionable insights for enhancing service quality.
KEY RESPONSIBILITIES:
- Strategy Development and Implementation: Develop and execute customer experience strategies that align with Fresh Bus's mission and business objectives. Ensure these strategies enhance customer satisfaction and foster loyalty
- Customer Journey Oversight: Oversee the entire customer journey, identifying and addressing touchpoints and pain points. Propose and implement enhancements to streamline processes and improve overall satisfaction
- Data Analysis and Insights: Analyze customer feedback, surveys, and data to identify trends and areas for improvement. Utilize data analytics tools to derive actionable insights and measure the impact of CX initiatives
- Cross-Functional Collaboration: Work closely with Operations, Maintenance, Technology, Marketing, and other relevant teams to integrate customer-centric initiatives into daily operations. Ensure consistent and positive customer interactions across all channels
- Performance Monitoring: Establish and monitor customer experience metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores. Report on CX performance and recommend improvements
- Team Leadership: Lead and mentor a team of customer experience professionals, fostering a culture of excellence and continuous improvement.
REQUIRED QUALIFICATIONS:
- 8+ years of proven experience in customer experience management, with a focus on strategy development and implementation
- Strong understanding of Customer Satisfaction and Customer Experience principles
- Proficiency in Analytical Skills to interpret data, identify trends and translate them to actionable strategic decisions
- Excellent Communication and capable of influencing and collaborating with various stakeholders
- Proficiency in program management and performance tracking
- Bachelor's degree in Business Administration, Marketing, or a related field; advanced degree is a plus
- Prior experience in the transportation or hospitality industry is desirable
- Ability to work in an on-site team environment and meet deadlines in a dynamic setting
