JOB PURPOSE

The Manager Customer Experience is responsible for leading the execution and continuous evolution of the customer experience strategy, ensuring exceptional engagement, service delivery, customer satisfaction, and long-term value realization across the customer lifecycle.

This role will drive operational excellence, customer-centric transformation, service process optimization, and AI-enabled customer support capabilities while leading a high-performing Customer Experience team. The incumbent will leverage customer insights, service metrics, and digital technologies to enhance customer outcomes, improve efficiency, reduce friction, and support business growth.

The role serves as a critical bridge between customers and cross-functional teamsincluding Commercial, Product, Technology, Content, Operations, and Fulfilmentto ensure customer expectations are consistently met and exceeded.

KEY ACCOUNTABILITIES

Customer Experience Strategy & Execution

- Execute and continuously enhance customer experience strategies aligned with organizational goals and customer expectations.
- Own end-to-end customer journey management, including onboarding, activation, adoption, engagement, retention, and renewal support.
- Drive customer-centric practices that improve customer satisfaction, loyalty, advocacy, and overall experience.
- Champion Voice of Customer (VoC) initiatives, ensuring customer feedback is translated into actionable improvements.
- Proactively identify customer pain points and lead initiatives to reduce effort and improve service experiences.
- Foster a customer-first culture across customer-facing and operational teams.

Customer Services Operations & Process Excellence

- Lead day-to-day customer service operations, ensuring consistent, high-quality, and timely support delivery.
- Establish and continuously improve scalable customer service processes, workflows, SOPs, governance frameworks, and service standards.
- Drive service excellence through process standardization, automation, and continuous improvement methodologies.
- Utilize Lean, Six Sigma, Kaizen, and process optimization principles to improve operational efficiency and customer outcomes.
- Lead initiatives to improve turnaround times, first-contact resolution, and issue resolution effectiveness.
- Ensure compliance with service-level agreements (SLAs), operational KPIs, and quality standards.

Customer Insights, Metrics & Performance Management

- Develop a data-driven customer experience environment leveraging customer insights and operational analytics.
- Monitor, analyze, and improve key Customer Experience and Customer Service performance metrics, including:
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Customer Effort Score (CES)
- First Contact Resolution (FCR)
- Service Level Adherence (SLA)
- Resolution Time (TAT)
- Quality Scores
- Customer Retention & Churn Indicators
- Adoption and Engagement Metrics
- Productivity and Workforce Utilization Metrics

- Translate customer and operational data into actionable insights and strategic recommendations.




- Build executive dashboards and performance reviews to support informed decision-making.

AI, Digital Transformation & Automation

- Drive adoption of AI-enabled customer experience solutions to improve operational efficiency and customer outcomes.
- Partner with Technology and Product teams to implement:
- AI-powered customer support tools
- Conversational AI and chatbots
- Intelligent ticket routing
- Knowledge management systems
- Predictive analytics
- Customer health monitoring frameworks

- Leverage automation opportunities to reduce manual interventions and improve scalability.
- Utilize customer intelligence and behavioral insights to enable proactive customer engagement strategies.
- Foster a culture of innovation and digital-first service delivery.

Customer & Stakeholder Relationship Management

- Build trusted relationships with institutional customers, academic and research communities, content partners, and strategic stakeholders.
- Serve as the senior escalation point for complex, high-impact, and sensitive customer issues.
- Advocate for customer needs across internal functions to ensure seamless customer experiences.
- Collaborate effectively with Commercial, Product, Technology, Content, and Operations teams to resolve issues and drive customer success.
- Represent the customer perspective in organizational planning, prioritization, and continuous improvement initiatives.

People Leadership & Talent Development

- Lead, inspire, and develop a high-performing Customer Experience team through coaching, mentoring, and performance management.
- Establish clear individual and team goals aligned with customer and business objectives.
- Build robust capabilities in:
- Customer relationship management
- Stakeholder engagement
- Problem-solving and decision-making
- Analytical thinking
- Service excellence
- Digital and AI adoption

- Drive employee engagement, accountability, and a culture of continuous learning.
- Implement succession planning and talent development initiatives to build future leadership capability.
- Foster a collaborative, inclusive, and high-performance team environment.

Continuous Improvement & Governance

- Identify recurring issues, root causes, and service gaps using structured problem-solving methodologies.
- Lead cross-functional improvement programs that enhance customer experience and operational effectiveness.
- Establish governance mechanisms to ensure adherence to customer service standards and policies.
- Conduct regular service reviews and business reviews with internal stakeholders.
- Ensure risks, issues, and customer concerns are proactively managed and mitigated.





Leadership Reporting & Communication

- Provide regular business insights and performance reporting to senior leadership.
- Present customer trends, operational performance, opportunities, and recommendations to key stakeholders.
- Drive action planning and execution based on customer intelligence and business priorities.
- Support strategic planning through customer data analysis and experience improvement recommendations.

SKILLS, QUALIFICATIONS & EXPERIENCE

Essential Experience

- 812 years of experience in Customer Experience, Customer Success, Customer Service Operations, or Customer Engagement functions.
- Minimum 35 years of people leadership experience managing and developing customer-facing teams.
- Proven track record of driving customer satisfaction, retention, and service excellence in a complex, matrixed environment.
- Experience in leading customer service transformation, process improvement, and operational excellence initiatives.
- Demonstrated experience in implementing customer-centric programs and Voice of Customer frameworks.
- Experience working with CRM platforms, customer analytics tools, and service management systems.

Preferred Experience

- Experience working in publishing, information services, SaaS, technology, education, research, knowledge services, or B2B environments.
- Experience leading AI-enabled customer service transformation or digital customer experience initiatives.
- Exposure to change management and organizational transformation programs.

KEY COMPETENCIES

Customer & Business Leadership

- Customer-Centric Mindset
- Strategic Thinking
- Business Acumen
- Stakeholder Management
- Customer Journey Management

Operational Excellence

- Service Operations Management
- Process Improvement & Optimization
- Continuous Improvement Methodologies
- Root Cause Analysis
- Quality Management

Data & Analytics

- Customer Analytics
- KPI & Dashboard Management
- Performance Analysis
- Data-Driven Decision Making
- Insight Generation

Technology & Innovation

- AI & Automation Adoption
- CRM Systems Expertise
- Digital Transformation
- Customer Experience Technologies
- Knowledge Management

People Leadership

- Team Leadership
- Coaching & Mentoring
- Talent Development
- Change Leadership
- Performance Management
- Influencing & Collaboration

SUCCESS MEASURES

The role will be measured against:

- Improvement in Customer Satisfaction (CSAT)
- Net Promoter Score (NPS) Performance
- Customer Retention and Engagement Metrics
- SLA Compliance and Service Quality Indicators
- First Contact Resolution (FCR)
- Reduction in Customer Escalations
- Process Efficiency and Automation Success
- Employee Engagement and Team Performance
- Adoption of AI and Digital Service Capabilities
- Delivery of Continuous Improvement Initiatives
- Stakeholder Satisfaction and Business Impact

This version elevates the role from an operational manager to a strategic Customer Experience leader, which is more aligned with 2026 market expectations and suitable for attracting stronger CX/CS talent.

📌 Customer Experience Manager (Haryana)
🏢 Sage Publications India
📍 Haryana