Customer Experience Manager

Key Responsibilities : Lead, mentor, and develop a team of CX technology specialists, fostering a culture of innovation and excellence.

Define and execute the CX technology transformation strategy, covering areas like CRM, contact center, digital channels, and analytics.

Oversee the full project lifecycle, from ideation, design, development, deployment and post-launch optimization.

Identify, evaluate, and champion the adoption of emerging technologies, particularly Generative AI (Gen AI), to revolutionize customer interactions, personalize experiences, and automate support functions.

Manage stakeholder expectations, project timelines, budgets, and quality standards.

Drive change management and ensure successful adoption of new CX platforms across the organization.

Required Skills & Experience :

8+ years of experience in CX technology implementation and transformation, with at least 3 years in a leadership role.

Proven expertise in CRM platforms (e.G., Salesforce, Dynamics), contact center technologies, digital CX platforms, and data analytics.

Demonstrated ability to identify, evaluate, and implement Gen AI solutions for CX enhancement (e.G., intelligent chatbots, personalized content generation, predictive service).

Strong project / program management skills (Agile methodologies preferred).

Excellent communication, negotiation, and stakeholder management abilities.

Deep understanding of the Indian market and customer landscape.

Bachelor's or Master's degree in Engineering, Computer Science, or a related technical field.