Role: Business Manager - CX Strategy
The customer's journey with Traya is a sequence of dozens of touchpoints — calls, WhatsApp, app, email, offline stores — each one either building trust or eroding it. This role exists to own that end-to-end experience: to make every touchpoint sharper, identify where it's leaking, and drive fixes through the tech team via our CRM.
You will sit at the centre of Traya's CX function and act as the connective tissue between hair coaches, doctors, QA, product, and tech. You will define what "positive" looks like at each touchpoint, prioritise what to fix, and ship.
Own the full map of customer touchpoints across the lifecycle — onboarding calls, follow-ups, doctor consults, WABA flows, app notifications, NPS surveys, and offline store interactions.
Define the purpose, success metric, and quality bar for each touchpoint. Continuously audit the live experience through call listening, journey shadowing, and customer interviews — not dashboards alone.
Act as the single point of alignment across Hair Coach Ops, Doctor Ops, QA, Retention, and Offline CX.
Run a tight operating cadence — CX reviews, RCA syncs, and roadmap planning — so that gaps surfaced in one function get addressed across all.
CRM as the Primary Lever
Own the CX roadmap on the CRM — the platform through which every coach, doctor, and QA reviewer experiences the customer.
Translate journey gaps into CRM requirements: agent UI changes, automations, smarter prompts, workflow simplifications.
Partner with the tech team to write tight PRDs, prioritise the backlog, run UAT, and ship — with clear pre/post measurement on every release.
Project Prioritisation & Impact
Maintain a single, ranked CX project list, scored on customer impact, business impact, and effort. 2–4 years of relevant experience (B.Tech / equivalent from a premium institute) OR 1–2 years (B.Tech + MBA from premium institutes).
~ Experience in customer experience, CX operations, product, or strategy roles i
📌 Business Manager (Mumbai)
🏢 Traya
📍 Mumbai