Customer Experience Manager

To drive customer experience excellence for Taneira through customer feedback management, customer insights, loyalty program execution, customer journey enhancement, and data-driven interventions that improve satisfaction, retention, engagement, and business outcomes across retail stores.

Key Responsibilities

1. Customer Experience & NPS Management

• Manage the end-to-end Net Promoter Score (NPS) program across customer touchpoints.

• Analyse customer feedback and identify key drivers of customer satisfaction and dissatisfaction.

• Design and enhance feedback collection mechanisms to generate actionable customer insights.

• Develop periodic NPS reports, dashboards, and performance reviews for business stakeholders.

• Monitor NPS performance trends and recommend improvement actions.

• Drive resolution and closure of passive and detractor customer cases through cross-functional collaboration.

• Conduct root cause analysis and support corrective action implementation.

• Partner with business, training, and store teams to improve customer experience metrics.

• Support automation and digitization of customer experience reporting and dashboards.

2. Customer Reviews & Reputation Management (Google My Business)

• Monitor and manage customer reviews across Google My Business (GMB) platforms.

• Develop and maintain automated reports providing store-level visibility on customer sentiment and review performance.

• Analyse customer review verbatims to identify recurring themes, service gaps, and improvement opportunities.

• Coordinate with relevant stakeholders to resolve customer issues highlighted through digital review platforms.

• Ensure store information and operational statuses on public platforms remain accurate and updated.

• Support reputation management initiatives that enhance brand perception and customer trust.

3. Customer Insights & Non-Purchase Analytics

• Manage and analyse Non-Purchase (NP) data to identify barriers impacting customer conversion.

• Develop and maintain dashboards and analytical tools to provide visibility into customer non-purchase reasons.

• Generate actionable insights and recommendations for business and category teams.

• Facilitate regular review forums with stakeholders to track trends, improvement opportunities, and corrective actions.

• Drive data-based decision making to enhance sales conversion and customer experience.

4. Loyalty Program & Customer Engagement Management

• Plan and execute customer engagement and loyalty initiatives aimed at increasing retention and customer lifetime value.

• Identify and segment target customer cohorts based on customer behavior, value, and engagement metrics.

• Design customer gifting and engagement programs to strengthen customer relationships.

• Manage end-to-end execution of loyalty campaigns, including communication, gifting selection, logistics coordination, and performance tracking.

• Monitor program effectiveness through defined metrics such as engagement, retention, repeat purchases, and revenue contribution.

• Develop enhancement proposals and future strategies to improve loyalty program effectiveness and customer participation.

5. Customer Journey & Experience Enhancement

• Identify opportunities to improve customer journey and in-store experience across touchpoints.

• Conceptualize and execute customer engagement initiatives for festivals, anniversaries, and special occasions.

• Source and introduce customer gifting solutions aligned with customer preferences and regional requirements.

• Collaborate with internal stakeholders to enhance sensory and experiential aspects of the retail environment.

• Manage and periodically refresh customer-facing experience elements such as in-store music and ambience initiatives.

• Ensure consistency in execution of customer experience standards across stores.

6. Reporting, Analytics & Continuous Improvement

• Build and manage dashboards, reports, and performance trackers to support business decision-making.

• Analyze customer data to identify trends, opportunities, and emerging customer needs.

• Present insights and recommendations to cross-functional stakeholders.

• Support process improvements and automation initiatives to improve efficiency and visibility.

• Track key customer experience, engagement, retention, and operational performance metrics.

Key Stakeholders

Internal

• Retail Operations Team

• Store Managers

• Training Team

• Category Team

• Marketing Team

• CRM Team

• VM (Visual Merchandising) Team

• Business Leadership

External

• Customers

• Gifting and Service Vendors

• Digital Platform Partners

Key Performance Indicators (KPIs)

• Net Promoter Score (NPS)

• Detractor and Passive Closure Rate

• Customer Satisfaction Metrics

• Customer Retention & Dormancy Reduction

• Loyalty Program Effectiveness

• Revenue Generated Through Customer Engagement Programs

• Google Review Ratings & Response Metrics

• Non-Purchase Reduction Metrics

• Dashboard Adoption & Reporting Accuracy

• Customer Journey Improvement Initiatives Delivered

Qualification & Experience

Education

• Bachelor's degree in Business, Marketing, Management, Statistics, Analytics, or related discipline.

• MBA/Postgraduate qualification preferred.

Experience

• 2-3 yrs of experience in Customer Experience, CRM, Customer Insights, Loyalty Programs, Retail Operations, or related areas.

Required Competencies

Functional Competencies

• Customer Experience Management

• Voice of Customer (VoC) Programs

• NPS Management

• Customer Analytics & Insights

• Dashboarding & Reporting

• CRM & Loyalty Program Management

• Data Analysis and Interpretation

• Customer Journey Mapping

• Retail Customer Experience

Behavioral Competencies

• Customer Centricity

• Analytical Thinking

• Stakeholder Management

• Problem Solving

• Communication & Presentation Skills

• Collaboration & Influencing

• Execution Excellence

• Attention to Detail