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Customer Experience Manager

Customer Experience Manager

Make Your Own Perfume

2 - 5 years

5 - 8 Lacs

kozhikode

Posted:1 day ago| Platform:

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Skills Required

malayalam query resolution social media automation tools marketing operations e-commerce customer support fmcg customer experience crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

As the CX Manager, you will own the end-to-end customer journeyensuring seamless, personalized experiences across WhatsApp, email, social media, website, and post-purchase touchpoints. You will build strong processes, leverage data for continuous improvement, and work closely with marketing, operations, and product teams to deliver an exceptional brand experience.

Key Responsibilities

Map and continuously optimize the customer experience from awareness to advocacy.
Identify pain points and create moments that surprise & delight customers.
Lead the customer support team to deliver fast, empathetic, and personalized responses.
Oversee WhatsApp, email, and social media query resolution with clear SLAs.
Implement personalization protocols for engraving requests, order changes, and gift customizations.
Collect and analyze customer feedback to influence product and process improvements.
Track key CX metrics: NPS, CSAT, repeat purchase rate, average response time.
Share actionable insights with leadership to guide brand and product strategy.
Own the CRM and CX automation tools to ensure smooth, personalized customer interactions.
Work with tech and marketing to create automated yet human-like experiences.

Requirements

4 to 5 years of experience in Customer Experience, Customer Success, or similar role (premium/luxury/FMCG/e-commerce background preferred).
Strong understanding of CX best practices, CRM systems, and automation tools (WhatsApp API, BIK, etc.).
Excellent communication skills in English and Malayalam (Hindi is a plus).
Ability to balance empathy with data-driven decision-making.
A knack for storytelling and building emotional brand connections.
Comfortable working in a fast-paced, growth-stage startup
Ensure brand voice consistency across all customer-facing communications.

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Customer Experience Manager