Customer Experience Manager

Role Overview

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).

What You Will Do

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.

Why It Might Be a 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.

Requirements

• 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

Benefits

• Salary range: Rs 1000000 – Rs 2000000 (ie INR 10-20 LPA)
• Experience: 4+ yrs
• Location: India