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Manager – Customer Experience (CX)
Manager – Customer Experience (CX)
22
Gandhinagar
Job Views:
Created Date: 2026-04-23
End Date: 2026-06-21
Experience: 5 - 6 years
Salary: 1000000
Industry: Manufacturing
Openings: 1
Primary Responsibilities :
Job Description: Manager – Customer Experience (CX)
Location: Kalol, Gandhinagar Experience: 5+ Years Salary: Up to ₹10 LPA
Role Objective
The Customer Experience Manager will be responsible for designing and overseeing the end-to-end journey of our customers. Your goal is to ensure every touchpoint—from initial inquiry to post-purchase service—is seamless, professional, and reflects our brand values. You will turn customer feedback into actionable business improvements.
Required Qualifications
Experience: 5+ years in Customer Experience, Guest Relations, or Client Success (Experience in Automotive, Retail, or Hospitality is preferred).
Education: Bachelor’s degree in Business Administration, Communications, or Marketing (MBA preferred).
Skills:
Strong empathy and advanced conflict-resolution skills.
Proficiency in CRM software (Salesforce, HubSpot, etc.) and data visualization tools.
Excellent verbal and written communication in English and Hindi (Gujarati is a plus).
Analytical mindset to translate qualitative feedback into quantitative reports.
Benefits
Salary up to ₹10 LPA based on merit.
Opportunity to build a CX department from the ground up.
Dynamic and fast-paced work environment in a growing industry.
Experience Requirements:
Key Responsibilities
Journey Mapping: Analyze and map the complete customer lifecycle to identify "pain points" and opportunities for enhancement.
Feedback Loops: Implementation and management of CSAT (Customer Satisfaction) and NPS (Net Promoter Score) surveys.
Process Improvement: Collaborate with Sales, Finance, and Service departments to remove bottlenecks in the customer journey.
Complaint Resolution: Act as the highest point of escalation for complex customer issues, ensuring swift and satisfactory resolutions.
Training: Conduct workshops for front-end staff and dealership teams on "Customer First" soft skills and communication protocols.
Data Analysis: Use CRM data to track customer retention rates and identify trends in customer behavior or dissatisfaction.