Customer Experience Manager
At a glance
Manager-level Customer Success role at Weekday AI. Delhi ยท full-time.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Build plans to lift CSAT, NPS, loyalty and retention across customer journeys
- Review satisfaction scores, feedback, complaints and service results across customer touchpoints
- Use customer data to find recurring problems and service gaps, then recommend journey improvements
- Run surveys and other feedback channels, turning trends into practical fixes with partner teams
- Set service standards and track initiative results through dashboards and reports for management
What you bring
- At least four years in customer experience, customer success, service quality or satisfaction management
- You have measured and improved CSAT and NPS using customer feedback and performance data
- You can interpret data, report results and turn customer insights into measurable service changes
- You bring customer journey, service quality and retention knowledge, plus root-cause problem-solving skills
Who this fits
This manager role suits someone who can coordinate service improvements across customer service, operations and sales teams. Airline, hospitality or retail experience is strongly preferred. The role is based onsite in Delhi.
From the employer
๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐
๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ญ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ฎ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ญ๐ฌ-๐ฎ๐ฌ ๐๐ฃ๐)
Experience: 4+ yrs
Location: India
We are looking for a customer-focused and data-driven Customer Experience Manager to enhance customer satisfaction, strengthen customer loyalty, and improve end-to-end customer journeys. 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).
This role requires a professional who can translate customer feedback and performance data into actionable improvements, streamline customer interactions, and build effective strategies to deliver consistent, high-quality customer experiences.
Requirements
Key Responsibilities
- 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.
- Analyse customer data to identify recurring issues, service gaps, and opportunities to improve customer journeys.
- Design and manage customer feedback programmes, surveys, and other mechanisms for collecting customer insights.
- Translate customer feedback and performance trends into actionable recommendations and improvement initiatives.
- Collaborate with customer service, operations, sales, and other teams to address customer pain points.
- Establish and monitor customer experience standards, service benchmarks, and performance indicators.
- Identify root causes of customer dissatisfaction and coordinate corrective and preventive actions.
- Track the effectiveness of customer experience initiatives and report measurable improvements to management.
- Develop dashboards and regular reports highlighting CSAT, NPS, complaint trends, and customer experience performance.
- Support the development of customer service processes, escalation frameworks, and service recovery initiatives.
- Promote a customer-centric culture through stakeholder engagement, employee training, and continuous improvement.
- Benchmark customer experience practices and identify opportunities to adopt industry best practices.
What Makes You a Great 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.
- 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.
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