# Customer Experience Manager

**Company:** [Weekday AI](https://jobs.workable.com/companies/pxG9rDgnvZm2c86JUchT1j.md)
**Location:** Delhi, India
**Workplace:** on site
**Employment type:** Full-time
**Department:** Weekday's Client via platform

[Apply for this job](https://jobs.workable.com/view/8ef8bdd2-d318-4a66-bdac-827e121abf9a)

## Description

𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟭𝟬𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟮𝟬𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟭𝟬-𝟮𝟬 𝗟𝗣𝗔)

Experience: 4+ yrs

Location: India

We are looking for a customer-focused and data-driven **Customer Experience Manager** to enhance customer satisfaction, strengthen customer loyalty, and improve end-to-end customer journeys. The ideal candidate will have experience in customer experience management within the **airline, hospitality, or retail industry**, with a strong understanding of customer satisfaction metrics, particularly **Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS)**.

This role requires a professional who can translate customer feedback and performance data into actionable improvements, streamline customer interactions, and build effective strategies to deliver consistent, high-quality customer experiences.

## Requirements

Key Responsibilities

-   Develop and implement customer experience strategies to improve **CSAT, NPS, customer loyalty, and retention**.
-   Monitor customer satisfaction metrics, feedback, complaints, and service performance across customer touchpoints.
-   Analyse customer data to identify recurring issues, service gaps, and opportunities to improve customer journeys.
-   Design and manage customer feedback programmes, surveys, and other mechanisms for collecting customer insights.
-   Translate customer feedback and performance trends into actionable recommendations and improvement initiatives.
-   Collaborate with customer service, operations, sales, and other teams to address customer pain points.
-   Establish and monitor customer experience standards, service benchmarks, and performance indicators.
-   Identify root causes of customer dissatisfaction and coordinate corrective and preventive actions.
-   Track the effectiveness of customer experience initiatives and report measurable improvements to management.
-   Develop dashboards and regular reports highlighting CSAT, NPS, complaint trends, and customer experience performance.
-   Support the development of customer service processes, escalation frameworks, and service recovery initiatives.
-   Promote a customer-centric culture through stakeholder engagement, employee training, and continuous improvement.
-   Benchmark customer experience practices and identify opportunities to adopt industry best practices.

What Makes You a Great Fit

-   **4+ years of experience** in customer experience, customer success, service quality, or customer satisfaction management.
-   Experience in the **airline, hospitality, or retail industry** is strongly preferred.
-   Hands-on experience measuring, analysing, and improving **CSAT and NPS**.
-   Strong understanding of customer journey mapping, feedback analysis, service quality, and customer retention.
-   Experience using customer feedback, surveys, and performance data to identify service improvement opportunities.
-   Proven ability to convert customer insights into practical initiatives and measurable outcomes.
-   Strong analytical skills, including data interpretation, reporting, and performance tracking.
-   Excellent communication, stakeholder-management, and cross-functional collaboration skills.
-   Strong problem-solving abilities and experience conducting root-cause analysis.
-   Ability to manage multiple initiatives, influence stakeholders, and drive continuous improvement.
-   A customer-first mindset with a strong commitment to service excellence and customer loyalty.