Customer Experience Manager

Job description

Job Title: Customer Experience (L4/L5) Location: HO Department: Marketing Job Description: We are seeking a dedicated and detail-oriented candidate to join our team. The candidate will be responsible for managing customer experience measurement at Kotak Life. This includes NPS management, vendor coordination, online reputation management, and continuous improvement projects. This role involves close cross-functional collaboration with stakeholders and ensuring timely deployment of CX projects. **Key Responsibilities:** NPS Analysis & Management: - Conduct in-depth analysis of Net Promoter Score (NPS) data to identify trends and areas for improvement - Set up & monitor NPS surveys and processes for new projects - Follow up with vendors and internal teams to address NPS-related concerns and ensure timely actions - Create content / creatives for driving adoption of internal & externally CX initiatives Vendor & Stakeholder Coordination: - Manage vendors working on customer experience initiatives - Collaborate with internal teams and stakeholders for CX projects and improvements GMB Listing & ORM Management: - Manage Google My Business (GMB) listings, ensuring information accuracy and engagement - Handle initial level online reputation management (ORM) queries and respond promptly to the vendors / internal stakeholders - Ensure timely closure of ORM-related issues CX Improvement Projects: - Lead projects focused on enhancing overall customer experience - Track project progress and measure impact of implemented changes Meetings & Reporting: - Conduct monthly and fortnightly meetings with NPS stakeholders to review progress and plan next steps - Prepare reports and dashboards on NPS, ORM, and other CX metrics Qualifications & Experience: - Graduate or Postgraduate degree in any discipline - Minimum of 3+ years of experience in customer service, customer operations, or related fields - Prior experience in data analysis, or ORM is preferred Skills & Competencies: - Strong analytical skills with the ability to interpret customer feedback data - Excellent communication and presentation skills - Proficiency in using online tools - Ability to collaborate effectively with cross-functional teams and vendors - Project management skills with a proactive approach to problem-solving