Geetam Goyal

Senior Manager Customer Experience

Senior Manager- Customer Experience (Mensa Brands)

My role:

1. Customer Experience Strategy Development
- Design and implement customer experience (CX) strategies that align with the company's overall objectives.
- Identify key customer touchpoints and develop initiatives to optimize the customer journey.
2. Team Leadership and Management
- Lead and manage a team of CX professionals, including training, mentoring, and performance management.
- Coordinate cross-functional teams to ensure a consistent and seamless customer experience across all channels.
3. Customer Insights and Data Analysis
- Collect and analyze customer feedback and data to understand their needs, preferences, and pain points.
-Implement metrics to measure the effectiveness of CX initiatives (e.g., NPS, CSAT, CES).
4. Process Optimization
- Identify and address inefficiencies in customer service processes to streamline operations and enhance customer satisfaction.
- Work with technology and operations teams to implement automation and tools that improve CX.
5. Collaboration with Other Departments
- Serve as the voice of the customer in strategic decision-making, along with other teams
6. Customer Support Oversight
- Oversee customer support channels and ensure service levels meet or exceed expectations.
- Develop training programs and guidelines for support teams to maintain high-quality interactions.
7. Innovation and Continuous Improvement
8. Crisis Management and Problem Resolution
- Act as an escalation point for complex or sensitive customer issues, ensuring quick and effective resolution.
9. Performance Reporting
- Create and present regular performance reports to senior leadership, highlighting successes and opportunities for improvement.
- Recommend changes based on data-driven insights.
10. Building Brand Loyalty
- Develop loyalty programs and initiatives that strengthen customer relationships and increase retention.
- Implement strategies for personalized customer engagement to build deeper connections.

Bachelor of Technology (BTech), Computer Science - MDU, Rohtak