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
