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    Customer Experience Manager - Mumbai, India - QI Spine

    QI Spine
    QI Spine Mumbai, India

    4 days ago

    Default job background
    Full time
    Description

    Job Description:

    We are seeking a dedicated and strategic Customer Experience Manager to lead our efforts in creating exceptional interactions and relationships with our valued Customers. The ideal candidate is a dynamic leader with a passion for delivering outstanding service and a data-driven approach to optimizing Customer satisfaction.

    Responsibilities:

    Develop and implement a comprehensive Customer experience strategy aligned with the company's mission and values.

    Oversee Customer interactions across multiple channels, ensuring prompt and empathetic responses to inquiries, issues, and feedback.

    Collaborate with cross-functional teams to identify pain points in the Customer journey and implement effective solutions.

    Analyze Customer feedback and data to derive insights and make data-driven recommendations for enhancing the Customer Experience.

    Monitor key performance indicators (KPIs) related to Customer satisfaction, loyalty, and retention, and take proactive measures to achieve targets.

    Develop and maintain comprehensive Customer support resources, including FAQs, knowledge base articles, and self-help tools.

    Regularly review and refine Customer engagement processes to streamline operations and improve overall efficiency.

    Act as an escalation point for complex Customer cases, working closely with team members to ensure timely and effective resolution.

    Stay current with industry trends, best practices, and emerging technologies to continuously innovate and evolve our Customer experience offerings.

    Qualifications

    Bachelor's degree in business, marketing, or a related field; master's degree is a plus.

    Proven experience in a Customer experience management or Customer service leadership role.

    Exceptional leadership and team management skills, with a track record of motivating and developing high-performing teams.

    Strong analytical mindset, with the ability to interpret data, generate insights, and drive actionable strategies.

    Excellent communication skills, both written and verbal.

    Proficiency in using CRM software, data analytics tools, and other relevant technologies.

    Strategic thinker with the ability to envision and execute long-term Customer experience initiatives.

    Empathetic and Customer-centric approach, with a keen understanding of Customer needs and pain points.

    Strong project management abilities and the capacity to juggle multiple priorities effectively.

    Innovative mindset and a passion for exploring new ways to enhance the Customer journey.

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