Customer Success Manager - Retail/Consumer Goods

Role Summary :

The customer success Manager will play a pivotal role in ensuring the utmost satisfaction of all customers.

Key areas of responsibilities include identifying shopping trends and purchase behaviors, analyzing customer feedback to identify key customer touchpoints issues in service, and spearheading initiatives to promptly resolve customer complaints.

The role will champion a customer-centric approach across our stores, ensuring that every customer interaction results in delight and loyalty.

Roles & Responsibilities:

- Implement strategies to capture and analyze customer feedback across various channels (online reviews, surveys, social media, etc.).

- Identify trends and common areas of concern among customers; collaborate with cross-functional teams to address these issues effectively.

- Develop and maintain processes for timely resolution of customer complaints, focusing on recovery and retention strategies.

- Act as a proactive advocate for customers within the organization, driving initiatives that enhance overall customer satisfaction and loyalty.

- Monitor customer satisfaction metrics and KPIs; prepare regular reports and presentations for senior management.

- Conduct regular training sessions and workshops to foster a customer-centric culture among store staff.

- Stay updated on industry trends and best practices in customer experience management; recommend innovative approaches to exceed customer expectations.

- Collaborate with internal teams (category/marketing/operations) to integrate customer feedback into product and service offerings.

Competencies and Abilities Required:

- MBA with atleast 2+ years of proven experience in a customer service management role, ideally within retail or consumer goods industries.

- Strong analytical skills with the ability to interpret data, identify trends, and propose actionable insights.

- Exceptional communication and interpersonal skills; ability to influence and collaborate effectively across all levels of the organization.

- Experience in implementing customer feedback systems, loyalty programs and CRM platforms (preferred).

- Knowledge of customer experience metrics (e.g., NPS, CSAT) and their application in driving business results.

- Ability to thrive in a fast-paced environment and manage multiple priorities effectively.

- Passion for customer advocacy and a relentless focus on delivering exceptional service.

Experience/ Minimum Qualifications:

2+years (minimum), preferably from a reputed B School.