CX Project Manager

About Furlenco

Furlenco is a different furniture company. We enable the urban Indian to live better today in their homes, by giving them award-winning furniture and home decor with a basket of access to rent, buy, sell and buy back.

All of our furniture is designed in-house by experts. We don’t just give furniture. We provide decor, accessories and appliances as well. We have launched our first ever offline stores so that one can furnish their entire home, room or corner without traversing multiple stores or websites.

The Role :

We are looking for a highly organized, detail-oriented, and dynamic Project Manager to lead and drive all CX-related initiatives. This individual will serve as the critical nexus between the Customer Experience team and the Technology, Product, Finance, and Operations functions. The primary goal is to ensure that all projects aimed at improving customer satisfaction, efficiency, and metrics are delivered on time, within scope, and meet business objectives.

Key Responsibilities :

1. Project Management & Execution

• End-to-End Project Ownership : Define, plan, execute, and finalize projects according to strict deadlines and within budget, ensuring alignment with overall CX strategy.
• Cross-Functional Leadership : Be the primary point-of-contact for all CX projects involving the Tech and Product teams. Drive collaboration and communication to ensure shared understanding and accountability.
• Documentation & Requirements : Own the creation and management of detailed Business Requirements Documents (BRDs) for all new CX tools, platform enhancements, and operational process improvements.
• Process Implementation : Manage the change and rollout process for new features or tools across the CX and Operations teams, including training and post-launch monitoring.

2. Communication & Stakeholder Management

3. Metrics & Operations Focus

Required Qualifications