Job Purpose

The Customer Experience Manager will lead the development and execution of customer experience strategies that drive customer satisfaction, retention, engagement, and business growth. This role is responsible for overseeing customer service operations, optimizing the end-to-end customer journey, and delivering exceptional customer outcomes across all touchpoints.

The incumbent will leverage customer insights, AI-powered technologies, automation, analytics, and process excellence initiatives to enhance operational efficiency and create differentiated customer experiences. As a key business partner, the role will collaborate closely with Commercial, Product, Technology, Content, Operations, and Fulfilment teams to ensure customer needs are central to decision-making and service delivery.

Key Responsibilities

Customer Experience & Customer Success

- Own and enhance the end-to-end customer journey, including onboarding, adoption, engagement, support, retention, and renewal.
- Develop and execute customer success strategies to maximize customer value realization and long-term loyalty.
- Lead customer experience initiatives aimed at improving CSAT, NPS, CES, retention rates, and customer advocacy.
- Establish Voice of Customer (VoC) programs to gather, analyze, and translate customer feedback into actionable improvements.
- Serve as the primary escalation point for complex customer issues, ensuring timely and effective resolution.
- Drive proactive customer engagement strategies to improve customer health, adoption, and satisfaction.

Strategy, Innovation & Transformation

- Define and implement a customer experience roadmap aligned with organizational objectives and growth priorities.
- Drive digital transformation initiatives through the adoption of AI, automation, self-service capabilities,



and emerging CX technologies.
- Identify opportunities to streamline customer interactions and enhance service efficiency through process innovation.
- Evaluate industry trends, market dynamics, and evolving customer expectations to continuously improve customer experience strategies.
- Champion a culture of innovation focused on delivering seamless and scalable customer experiences.

Operational Excellence & Analytics

- Establish and continuously improve customer service processes, governance frameworks, SOPs, and service standards.
- Develop KPI frameworks and reporting mechanisms to measure customer satisfaction, service effectiveness, operational efficiency, and business impact.
- Monitor and improve key metrics, including:
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Customer Effort Score (CES)
- SLA Compliance
- First Contact Resolution (FCR)
- Turnaround Time (TAT)
- Customer Retention
- Customer Engagement

- Utilize data analytics and customer insights to identify trends, risks, and improvement opportunities.
- Lead continuous improvement initiatives that enhance productivity, service quality, and customer outcomes.

Stakeholder Management

- Partner with internal business functions to design and deliver customer-centric solutions.
- Collaborate with Product, Editorial, Technology, Commercial, Marketing, and Operations teams to address customer needs and improve service delivery.




- Build strong relationships with senior stakeholders and provide regular performance updates, strategic insights, and recommendations.
- Act as the voice of the customer within the organization to influence product and service enhancements.

People Leadership

- Lead, coach, and develop a high-performing team of customer experience professionals.
- Foster a culture of accountability, collaboration, innovation, and customer obsession.
- Establish clear performance objectives and professional development plans for team members.
- Drive capability-building initiatives focused on customer engagement, analytics, digital technologies, and AI adoption.
- Promote employee engagement, succession planning, and continuous learning.

Qualifications & Experience

Essential

- Bachelor's degree in Business Administration, Marketing, Commerce, Management, or a related discipline.
- 8-11 years of progressive experience in Customer Experience, Customer Success, Service Operations, Customer Support, or related functions.
- Proven experience managing customer-facing teams and service delivery operations.
- Demonstrated success in driving customer satisfaction, retention, and operational excellence initiatives.
- Solid experience with CRM platforms, customer analytics tools, service management systems, and reporting frameworks.

Preferred

- MBA/PGDM from a reputed institution.
- Experience within publishing, education, technology, SaaS, information services, or knowledge-based industries.
- Exposure to AI-driven customer engagement platforms, workflow automation, and digital transformation programs.
- Certifications in Customer Experience (CX), Customer Success, Six Sigma, Lean, or Project Management will be an advantage.

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