Customer Experience Manager
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What you'll do
- Drive and continuously improve the Tanishq Way of Life customer experience framework.
- Review and enhance customer-facing processes to improve service quality and operational efficiency.
- Design and implement customer-centric process improvements across stores.
- Drive improvements in CSAT through Voice of Customer (VOC) and Voice of Sales Force (VOSF) insights.
- Partner with field teams to analyze and improve NPS scores through targeted action plans.
- Work with cross-functional teams to resolve customer pain points and improve service delivery.
- Map and review end-to-end customer journeys to identify improvement opportunities.
- Benchmark customer experience practices against leading retail and luxury brands.
- Recommend and implement best practices to elevate the customer experience.
- Collaborate with Retail, Marketing, Digital, Training, Supply Chain, and IT teams to implement customer experience initiatives.
- Monitor customer experience metrics, prepare dashboards, and present actionable insights to leadership.
What they're looking for
- MBA / Post Graduate in Marketing, Retail Management, Business Management, or a related field.
- 6–10 years of experience in Customer Experience, Retail Operations, Retail Excellence, Service Quality, or Process Improvement.
Nice to have
- Experience in retail, luxury, or consumer-facing industries is preferred.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Job Description
Role: Customer Experience Manager
Function: Retail Excellence / Customer Experience
Brand: Tanishq
Role Purpose
The Customer Experience Manager is responsible for enhancing the end-to-end customer experience across the Tanishq retail network by driving customer-centric processes, improving customer satisfaction metrics, strengthening the Tanishq Way of Life standards, and partnering with cross-functional teams to deliver a consistent and differentiated customer experience.
Key Responsibilities
Customer Experience & Process Excellence
- Drive and continuously improve the Tanishq Way of Life customer experience framework.
- Review and enhance customer-facing processes to improve service quality and operational efficiency.
- Design and implement customer-centric process improvements across stores.
Customer Satisfaction & NPS
- Drive improvements in CSAT through Voice of Customer (VOC) and Voice of Sales Force (VOSF) insights.
- Partner with field teams to analyze and improve NPS scores through targeted action plans.
- Work with cross-functional teams to resolve customer pain points and improve service delivery.
Customer Journey & Benchmarking
- Map and review end-to-end customer journeys to identify improvement opportunities.
- Benchmark customer experience practices against leading retail and luxury brands.
- Recommend and implement best practices to elevate the customer experience.
Cross-functional Collaboration & Reporting
- Collaborate with Retail, Marketing, Digital, Training, Supply Chain, and IT teams to implement customer experience initiatives.
- Monitor customer experience metrics, prepare dashboards, and present actionable insights to leadership.
Education
- MBA / Post Graduate in Marketing, Retail Management, Business Management, or a related field.
Experience
- 6–10 years of experience in Customer Experience, Retail Operations, Retail Excellence, Service Quality, or Process Improvement.
- Experience in retail, luxury, or consumer-facing industries is preferred.
Key Performance Indicators (KPIs)
- Improvement in CSAT and NPS scores.
- Successful implementation of customer experience improvement initiatives.
- Reduction in recurring customer complaints.
- Enhanced customer journey and process efficiency.
- Effective cross-functional execution of customer experience projects.
Company
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