Senior Manager - Customer Experience

Job Purpose

The role will be responsible for creating and implementing the digital customer experience strategy, lead digital transformation, and ensure seamless functioning of digital channels within the organization across the prospect and customer lifecycle.

Key Accountabilities

• Provide support to the section head in developing and implementing a strategic vision for the digital channels and customer experience that aligns with the company's overall goals and objectives.
• Develop a roadmap for digital transformation initiatives, including timelines, resources, and budgets
• Identify opportunities to improve digital channels and customer service by staying up-to-date with industry trends and implementing best practices.
• Drive the development and enhancement of customer self-service digital solutions as the Business lead and work along with the IT team – App/ portal, Whatsapp/ Chatbot, Kiosks, Token machines, etc.
• Improve overall customer experience across the prospect and customer journeys from lead generation till sale, and through to post-sale services.
• Revise the processes offered on the self-service channels in context of a digital-first experience.
• Ensure all digital touchpoints in the processes, and communications and templates going out to customers and prospects is up to date.
• Collaborate with other departments, such as IT, Marketing, Sales, and Customer care to ensure smooth delivery and operations of digital channels.
• Collaborate with cross-functional teams to drive process improvements for a digital-first approach.
• Lead and oversee transformation projects related to call center operations, including implementing new technology, system upgrades, and process improvements.
• Work closely with the CX team to incorporate customer insights into commercial strategy development, enhancing customer satisfaction and retention.
• Represent the Customer experience team in cross-functional meetings, and provide regular updates to seniormanagement.
• Develop strategies to enhance the customer lifecycle and maximize lifetime value, driving both customer loyalty and revenue growth.
• Leverage advanced analytics to track market performance, customer behavior, and competitive positioning,ensuring decisions are guided by actionable insights.

Desired Candidate Profile

Qualifications, Experiences, Skills

• Bachelor’s degree in Business Management/ Marketing/ Digital Transformation/

Customer Experience/ Business Analytics, or a related field. Master’s degree -

preferred

• Certifications in Business Analytics, Customer Journey Mapping, or Service Design -

preferred

Minimum Experience

• Min. 7-8 years relevant experience in digital technologies and tools with minimum 4

years managing teams and developing and implementing digital strategies.

• Proven experience in delivering digital transformation initiatives within complex organizations, including the development and implementation of customer self service channels such as WhatsApp, chatbots, and customer portals.
• Prior experience in customer experience design or consumer research and/ or real estate industry is an added advantage.

Job Specific Skills

• Knowledge of digital technologies and their applications to business processes.
• Strong project management skills.
• Knowledge of CRM systems such as Salesforce, Freshdesk, Yardi, etc.
• Proficient in MS Office tools
• Familiarity with customer experience frameworks, process improvement

methodologies, and service optimization practices.

• Knowledge of Dashboards, Data Visualization tools, AI and related tools, etc.
• Stakeholder management
• Strong analytical, problem-solving, communication, and presentation skills.
• Ability to interpret data and identify insights.
• Ability to work with cross-functional teams.
• Strong attention to detail and ability to multi-task.