Customer Experience Manager

Role & responsibilities:

1. Client Relationship Management: Act as the central point of contact for clients, ensuring proactive communication, professional engagement and exceptional customer experience.
2. Project Coordination: Coordinate with Project Managers, Implementers and the Central Audit Desk to ensure timely project execution, milestone achievement and audit readiness.
3. Issue & Escalation Management: Maintain the Central Issue Register, track client complaints, concerns and escalations, and ensure timely resolution with management intervention wherever required.
4. Client Follow Ups: Conduct regular follow ups with clients regarding project progress, pending documentation, implementation activities and audit schedules.
5. MIS & Reporting: Maintain accurate client records, project trackers, communication logs and MIS dashboards for management review.
6. Service Quality Monitoring: Monitor project commitments, identify delays and service gaps, and proactively escalate risks to prevent client dissatisfaction.
7. Cross Functional Coordination: Ensure seamless communication between Sales, Operations, Audit Teams and Management for smooth service delivery.
8. Client Retention & Satisfaction: Build long term client relationships, improve service satisfaction and support renewals, referrals and business continuity.

Preferred candidate profile:

A proactive, process driven professional with strong ownership, attention to detail and the ability to manage multiple clients and projects simultaneously.

Core Objective:

To ensure that every PIPL client receives timely communication, transparent project updates, proactive issue resolution and a consistently superior service experience.

Key Skills:

Excellent communication, client handling, coordination, problem solving, Excel/MIS proficiency, multitasking and strong follow up capabilities.