IndiGo - Assistant Manager - Customer Experience - NPS (5-8 yrs) - Gurgaon/Gurugram, India - iimjobs

Description

The Assistant Manager for Net Promoter Score (NPS) is responsible for overseeing and implementing strategies to measure and improve customer satisfaction and loyalty.

The role involves analyzing NPS data, identifying trends, and collaborating with cross-functional teams to enhance overall customer experience. The ideal candidate should possess strong analytical skills, excellent communication abilities, and a deep understanding of customer-centric strategies.


Key Responsibilities:

• NPS Program Management:

- develop and manage the NPS program, ensuring its effective implementation across various touchpoints.

• Monitor and analyze NPS data to identify areas for improvement and track performance over time.
• Data Analysis:
• Conduct indepth analysis of NPS data to derive actionable insights.
• Collaborate with data analysts to create reports and dashboards for regular performance reviews.
• Crossfunctional Collaboration:
• Work closely with Customer Service, Marketing, Product Development, and other relevant departments to address customer feedback and implement improvements.
• Act as a liaison between departments to ensure a unified approach to customer satisfaction.
• Training and Communication:
• Conduct training sessions for employees to enhance their understanding of NPS and its importance.
• Facilitate communication across departments regarding NPS goals and initiatives.
• Continuous Improvement:
• Propose and implement strategies to continuously improve the NPS program.
• Stay updated on industry best practices and incorporate relevant methodologies into the existing program.

Reporting:

• Prepare and present regular reports to senior management on NPS performance and related initiatives.
• Highlight key areas for improvement and showcase successful interventions.

Qualifications and Skills:

• Bachelor's degree
• Proven experience in customer experience, satisfaction measurement, or related roles.
• Strong analytical skills with proficiency in data analysis tools.
• Excellent communication and interpersonal skills.
• Ability to collaborate effectively with crossfunctional teams.
• Detailoriented with a focus on continuous improvement.
• Familiarity with NPS methodologies and best practices.

Preferred Experience:

• Previous experience in implementing and managing NPS programs.
• Experience with customer feedback platforms and survey tools.
• Familiarity with CRM systems and customer databases