Customer Experience Manager - Gurugram, India - noon

    noon
    noon Gurugram, India

    3 weeks ago

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    Description

    Job Title: Manager | Customer Experience and Insights

    About noon

    is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering talent and businesses to meet the full range of consumers' online needs.

    noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with , the region's homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Daily, noon Food, NowNow, SIVVI, noon VIP, and noon Pay.

    At noon we have the courage to pursue what seems impossible, we work hard to get things done, we go to great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have. If you feel the above values resonate with you – you will enjoy this incredible journey with us

    Job Description

    What are we looking for?

    The Customer Experience Strategy team at noon is looking for a Manager who can drive customer-centric initiatives across the company. You will have a high impact and high visibility role, working with various stakeholders to identify and implement solutions that enhance satisfaction and loyalty. You will need to have strong analytical, communication, and project management skills, as well as a passion for customer service.

    What will the role look like?

    You will:

    CSAT and NPS

    • Take ownership of loyalty metrics across all noon touchpoints
    • Monitor, analyze and identify operational gaps to report on CSAT and NPS metrics.
    • Proactively identify CX metric trends (with a deep understanding of NPS framework) to prevent or detect customer impacting issues. Collaborate with relevant teams for improvements.
    • Implement strategies to improve metrics, fostering stronger customer relationships and brand advocacy.

    UI Experience

    • Champion a user-centric design approach, ensuring that user needs, preferences, and behaviors drive the design process. Conduct user research, gather insights, and translate them into effective user experiences.

    Customer Journey mapping

    • Act as the 'voice of the customer,' identifying impediments to the customer experience across various touchpoints and journey maps.

    Insights

    • Spearhead high proficiency in deriving critical insights through advanced analytical thinking (integrating data from internal and external sources, using primary and secondary research to understand factors influencing consumer behavior).
    • Stay updated on the latest trends, best practices, and emerging technologies in the field. Bring innovative ideas and approaches to the table, pushing the boundaries of user experience.
    • Present findings and recommendations to leadership and relevant teams for informed decision-making.

    Program Management

    • Oversee and manage customer experience programs to enhance satisfaction and loyalty.
    • Develop and execute initiatives to improve the overall customer journey, covering platform, delivery, support, and retention strategies.

    Customer Support

    • Understand inbound and escalation channels to develop and implement customer service policies for consistent and exceptional service delivery.

    Attributes to succeed in the role

    Qualifications

    • Graduate or Postgraduate from a Tier 1 College
    • Minimum of 3-5 years in a customer experience role

    Skills experiences and behaviors

    • Start-up experience required.
    • Preference for e-commerce experience (not mandatory).
    • Strong understanding of customer experience principles, strategies, and best practices.
    • Proficient in analytical and problem-solving skills, capable of identifying root causes and developing tactical and strategic solutions.
    • Demonstrated ability to drive satisfaction and loyalty in previous roles.
    • Understanding of business strategy and consumer behavior
    • Proficiency in MS Word, Excel, and PowerPoint
    • Effective communication & Organizational skills

    Who will excel?

    We're looking for candidates who thrive in a fast-paced, dynamic start-up environment. We're searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over reliance.

    Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work.

    Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.