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Customer Experience Manager

Date Posted: Aug 05, 2026
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Job Detail

  • location_on
    Location Bengaluru, Karnataka, India
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Nov 14, 2026
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Job Description

Job Requirements

Job Description

Role: Customer Experience Manager

Function: Retail Excellence / Customer Experience

Brand: Tanishq

Role Purpose

The Customer Experience Manager is responsible for enhancing the end-to-end customer experience across the Tanishq retail network by driving customer-centric processes, improving customer satisfaction metrics, strengthening the Tanishq Way of Life standards, and partnering with cross-functional teams to deliver a consistent and differentiated customer experience.

 

Key Responsibilities

Customer Experience & Process Excellence

  • Drive and continuously improve the Tanishq Way of Life customer experience framework.
  • Review and enhance customer-facing processes to improve service quality and operational efficiency.
  • Design and implement customer-centric process improvements across stores.

Customer Satisfaction & NPS

  • Drive improvements in CSAT through Voice of Customer (VOC) and Voice of Sales Force (VOSF) insights.
  • Partner with field teams to analyze and improve NPS scores through targeted action plans.
  • Work with cross-functional teams to resolve customer pain points and improve service delivery.

Customer Journey & Benchmarking

  • Map and review end-to-end customer journeys to identify improvement opportunities.
  • Benchmark customer experience practices against leading retail and luxury brands.
  • Recommend and implement best practices to elevate the customer experience.

 

Cross-functional Collaboration & Reporting

  • Collaborate with Retail, Marketing, Digital, Training, Supply Chain, and IT teams to implement customer experience initiatives.
  • Monitor customer experience metrics, prepare dashboards, and present actionable insights to leadership.

 

Education

  • MBA / Post Graduate in Marketing, Retail Management, Business Management, or a related field.

 

Experience

  • 6–10 years of experience in Customer Experience, Retail Operations, Retail Excellence, Service Quality, or Process Improvement.
  • Experience in retail, luxury, or consumer-facing industries is preferred.

 

Key Performance Indicators (KPIs)

  • Improvement in CSAT and NPS scores.
  • Successful implementation of customer experience improvement initiatives.
  • Reduction in recurring customer complaints.
  • Enhanced customer journey and process efficiency.
  • Effective cross-functional execution of customer experience projects.

 



Source: Titan Company careers — Read the original posting and apply

This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.

Company Overview

Titan Company
Titan Company · Bengaluru, Karnataka, India
260 open roles

Titan Company is an employer in the Gems & Jewellery sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam Ki Khoj is not... Read More

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