Customer Experience (CX) Manager

Customer Experience (CX) Manager

Role Summary
Own customer satisfaction, retention, and brand love.

Key Responsibilities
● Manage support channels: WhatsApp, email, calls, chat
● Build and improve customer journey & communication flows
● Handle escalations and ensure quick resolution
● Analyze customer feedback and improve product/service
● Implement CRM flows (retention, repeat purchase)
Requirements
● 4–7 years in customer experience roles
● Strong empathy + process-driven mindset
● Experience with CRM tools (Freshdesk, Zendesk, etc.)
KPIs
● CSAT / NPS
● First response time
● Resolution time
● Repeat purchase rate