Customer Experience Executive

Key Responsibilities

1\. Customer Journey Mapping \& Optimization

\* Map the end\-to\-end customer lifecycle to identify critical touchpoints, bottlenecks, and opportunities for delight.

\* Design, implement, and continuously refine standard operating procedures (SOPs) that elevate the service delivery experience.

\* Collaborate with sales, marketing, and service teams to ensure a consistent, seamless brand voice and experience across all channels.

2\. Voice of the Customer (VoC) \& Data Analytics

\* Own customer feedback mechanisms, taking responsibility for Customer Experience Management

\* Analyze quantitative and qualitative customer data to uncover actionable trends, presenting insights to executive leadership.

\* Turn negative customer experiences into opportunities by establishing robust service\-recovery protocols.

3\. Community Engagement \& Retention Management

\* Design and execute exclusive customer engagement initiatives, lifestyle events, and community\-building drives to foster long\-term loyalty.

\* Monitor customer retention metrics and implement proactive strategies to minimize churn and maximize lifetime value.

\* Act as the escalation point for complex or high\-priority customer grievances, ensuring swift and satisfactory resolution.

Qualifications \& Skills

\* Experience in Customer Care, Relationship Management, or Guest Relations (experience in premium retail, hospitality, or high\-value asset industries is highly preferred).

\* Education: Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.

\* Analytical Skills: Strong ability to interpret data, track KPIs, and translate metrics into strategic operational changes.

\* Communication: Exceptional verbal and written communication skills; ability to influence stakeholders at all levels.

\* Tools: Proficiency with CRM software, customer feedback tools, and data analytics platforms.

Pay: ₹20,000\.00 \- ₹22,000\.00 per month

Work Location: In person