Job Description1. CX Strategy Execution & BU Alignment Nn 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. Nn2. Voice of Customer (VoC) & Insights to Action Nn 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. Nn3. Experience Governance & Service Excellence Nn 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. Nn4. Business Impact& Performance Enablement Nn Enable Sales and Operations teams with insights to improve: N Customer retention and satisfaction N Service reliability andpredictability N Track CX metrics alongside business KPIs (leakage,



churn indicators, repeat complaints). N Support initiatives that improve customer lifetime value through better experience delivery. Nn5. Digital & Process Improvement Nn 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/Productteams to prioritize and implement CX-led enhancements. Nn6. Governance & Operational Rhythm Nn Own CX dashboardsand performance reviews at BU/cluster level. N Run structured governance forums to review: N Customer feedback trends N Escalationsn Service gaps and action plans N Ensure adherence to SLAs, TATs, and defined experience standards. Nn7. Capability Building & Team Leadership Nn 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. Nn8. Risk & Escalation Oversight Nn 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. N

📌 Agm - Customer Experience - Logistics (Karnataka)
🏢 DP World
📍 Karnataka