Job Description 1. CX Strategy Execution & BU Alignment
n n Translate enterprise CX strategy into BU-level execution plans and priorities.
n Partner with Sales, Operations, and Service teams to embed CX principles in day-to-day workflows.
n Drive adoption of standardized onboarding, service, and communication frameworks.
n Ensure consistency of customer experience across clusters and accounts.
n n 2. Voice of Customer (VoC) & Insights to Action
n n Govern NPS, CSAT, and feedback mechanisms executed by CSM teams.
n Consolidate insights across accounts to identify recurring themes and systemic gaps.
n Convert customer feedback into actionable improvement charters for BUs.
n Track customer health trends, early warning signals, and churn risks.
n n 3. Experience Governance & Service Excellence
n n Define and enforce service standards for onboarding, communication, and issue resolution.
n Review customer escalations at a portfolio level; ensure root cause elimination (not just resolution).
n Drive standardization of SOPs and customer communication protocols.
n Identify breakdowns in planned vs. actual execution (e.g., bookings, shipment timelines) and drive corrective actions.
n n 4. Business Impact & Performance Enablement
n n Enable Sales and Operations teams with insights to improve:
n Customer retention and satisfaction
n Service reliability and predictability
n Track CX metrics alongside business KPIs (leakage,
churn indicators, repeat complaints).
n Support initiatives that improve customer lifetime value through better experience delivery.
n n 5. Digital & Process Improvement
n n Drive adoption and effectiveness of customer-facing digital tools (tracking, portals, updates).
n Identify opportunities for automation and simplification in customer journeys.
n Partner with IT/Product teams to prioritize and implement CX-led enhancements.
n n 6. Governance & Operational Rhythm
n n Own CX dashboards and performance reviews at BU/cluster level.
n Run structured governance forums to review:
n Customer feedback trends
n Escalations
n Service gaps and action plans
n Ensure adherence to SLAs, TATs, and defined experience standards.
n n 7. Capability Building & Team Leadership
n n Lead and coach a team of 2–3 CX Managers overseeing CSM teams.
n Build capability in areas such as customer communication, problem-solving, and insight generation.
n Guide teams to move from reactive issue handling → proactive experience management.
n Drive cross-functional alignment on customer-centric behaviors.
n n 8. Risk & Escalation Oversight
n n Act as the escalation anchor for critical/high-impact customer issues.
n Identify reputational risks and ensure proactive mitigation.
n Ensure compliance with contractual SLAs and customer commitments.
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