Cars24 - Senior Manager - Customer Experience

Urgent Requirement - Senior Manager - Customer Experience - Cars24

This role will require you to:

- Lead cross-functional initiatives and process implementation required to enhance customer experience

- Deeply understand the customer and their challenges through research and data analysis. Synthesize and communicated what customers think and feel at different touchpoints via key metrics including NPS, CSAT, and Grievances. Present the Voice of the Customer to stakeholders for identifying gaps and opportunities

- Define and drive projects/programs, manage implementation activities, and develop processes & SOPs aimed at solving customer problems and delivering a seamless experience throughout the customer journey

- Continually collaborate with stakeholders across multiple verticals to monitor existing processes as well as improvement initiatives

- As an advocate for the customer, ensure customer delight across all touchpoints

What we need:

- 4-8 years of work experience in managing multiple programs focused on customer experience and process/operational excellence

- Structured problem-solving, cognitive, and critical thinking skills with attention to detail- analyzing problems, translating them into solutions, and executing them to completion

- Stakeholder management skills with good communication and articulation

- Analytical bent of mind and ability to process information through large data sets

- Strong sense of ownership and initiative, the acumen to learn, adapt and collaborate

- Ability to multitask and drive execution with people across teams & levels

- Experience with working in fast-paced and high-energy environments