Customer Experience Manager

Customer Experience Manager

Location: Gurugram sector 74a
Experience: 25 Years
Department: Customer Experience / Sales Coordination
Employment Type: Full-Time

About the Role

We are looking for a proactive and well-organized Customer Experience Manager who will be responsible for customer calling, prospect follow-ups, meeting coordination, reporting, and overall coordination between customers and internal teams.

The ideal candidate should have excellent communication skills, strong follow-up abilities, and the ability to manage multiple activities efficiently.

Key Responsibilities

• Make regular calls to existing and prospective customers.
• Understand customer requirements and provide relevant information.
• Generate and maintain prospects for meetings and business opportunities.
• Follow up with prospects and ensure timely meeting conversions.
• Schedule and coordinate meetings between customers and the sales team.
• Maintain daily calling, prospect, meeting, and follow-up records.
• Prepare daily, weekly, and monthly reports related to customer interactions and meetings.
• Coordinate with Sales, Pre-Sales, CRM, Marketing, and other internal teams.
• Ensure proper follow-up on customer queries and requirements.
• Track meeting status, customer feedback, and next action points.
• Maintain accurate customer and prospect data in CRM/Excel.
• Ensure smooth communication and coordination throughout the customer journey.
• Identify customer concerns and coordinate with the concerned team for resolution.
• Assist management with MIS reports, trackers, and other customer-related data.
• Handle other coordination and customer experience activities as assigned by management.

Required Skills

• Excellent verbal and written communication skills.
• Strong calling and follow-up skills.
• Good interpersonal and customer-handling abilities.
• Strong coordination and organizational skills.
• Good knowledge of MS Excel, Google Sheets, and CRM tools.
• Ability to prepare reports and maintain trackers.
• Strong attention to detail.
• Ability to manage multiple tasks and deadlines.
• Positive attitude and professional approach.

Qualification

• Graduate in any discipline.
• MBA/PGDM in Marketing, Sales, or related field will be an advantage.

Preferred Experience

Experience in Real Estate, Customer Relationship Management, Sales Coordination, Telecalling, Banking, Hospitality, or other customer-facing industries will be preferred.

Key Performance Indicators (KPIs)

• Number of calls and follow-ups completed.
• Prospect generation and quality.
• Meetings scheduled and successfully coordinated.
• Follow-up and conversion efficiency.
• Accuracy and timely submission of reports.
• Customer response and satisfaction.
• Internal coordination and turnaround time.