Senior Manager - Customer Experience - EdTech

We are looking for Sr. Manager - Customer Experience with leading EdTech based out of Mumbai .

Looking for a service-oriented individual who has experience in working for B2C Company.

Role & Responsibilities :

a. Lead and manage a team of 10+ people in Customer Experience

b. Drive activities to research, establish best practices, collect and analyze customer feedback on a weekly basis, including through regular phone conversations

c. Create a passionate tribe of loyal customers through regular engagement outreach programs, case studies, testimonial videos and other initiatives

d. Collate feedback to drive suggestions for product enhancement

e. Monitor customer feedback on all public and private channels, including social media, emails and our private communities

f. Own the customer journey through the usage of our product

Who is a good fit :

a. Minimum experience of 5 years in Customer Experience teams in a B2Ccompany

b. At least 2 years of experience in managing teams

c. Strong abilities to make data driven decisions

d. Exceptionally empathetic and service-oriented mindset

e. Exceptional communication skills, both verbal and written

f. Outgoing, extroverted, friendly personality

g. Strong academic background