This job offer is not available in your country.

Customer Excellence Manager

ConfidentialMumbai, India

9 days ago

Job description

Location : Bandra / Saki Naka, Mumbai

Salary : ₹12 LPA

Job Type : Full-time

Job Overview

We are looking for a Customer Excellence Manager to lead initiatives that enhance customer satisfaction, loyalty, and retention. The role involves improving customer experience across multiple touchpoints, building customer-centric processes, and driving service quality. The ideal candidate will have strong experience in customer experience management, customer service operations, customer surveys, and customer success strategies .

Key Responsibilities

Customer Engagement & Retention

Design and implement customer surveys to collect feedback, identify pain points, and improve overall service.
Conduct quarterly meetings with major customers in collaboration with branch managers to strengthen relationships.
Set up regular customer calls with escalation matrix and personally attend key discussions.
Monitor and analyze customer churn rate and repeat purchase rate to improve retention strategies.

Supplier & Internal Communication

Create a supplier survey by engaging with medical representative managers, identify challenges, and implement corrective processes.

Develop an internal survey between branch offices and head office to streamline communication and coordination.

Order & Service Quality Management

Track the number of orders per branch where queries are raised and measure response time for query resolution.

Collaborate with the quality department to ensure stock room quality checks before dispatch.

Provide training to customer service representatives in the order management team for improved service delivery.

Operational Excellence

Prepare a detailed branch-wise customer visit plan for managers to ensure regular client engagement.

Implement best practices in customer experience and service operations across all touchpoints.

Qualifications & Skills

Bachelor's degree in Business Administration, Operations Management, or a related field.

Proven experience in Customer Experience, Customer Success, or Customer Service Management.

Strong interpersonal, communication, and stakeholder management skills.

Excellent analytical and problem-solving abilities.

Ability to foster a customer-first culture within the organization.

Why Join Us

Opportunity to lead customer experience initiatives across India.

Exposure to strategic decision-making at the intersection of operations, customer success, and quality management.

Competitive salary of ₹12 LPA.

Work location : Bandra / Saki Naka, Mumbai.

Apply now to build a customer-first culture and drive excellence in customer experience!

Skills : customer experience,customer surveys,service operations,customer excellence,management,communication,customer service,operations,customer success planning,customer survey tools,customer analysis,supplier evaluation,internal survey,order management,service quality,training & development,planning & scheduling,service operation,operations management,business administration,customer service management

Show less

Skills Required

supplier evaluation, service operation , Service Quality, Customer Success, Order Management, Customer Service Operations, Training, Service Operations, Development Planning, Operations Management, Business Administration, Planning, customer analysis , Customer Service Management, customer surveys, Scheduling, Customer Experience

Create a job alert for this search

Manager • Mumbai, India