- CX Strategy Execution & BU Alignment - Translate enterprise CX strategy into BU-level execution plans and priorities.
- Partner with Sales, Operations, and Service teams to embed CX principles in day-to-day workflows.
- Drive adoption of standardized onboarding, service, and communication frameworks.
- Ensure consistency of customer experience across clusters and accounts.
- Voice of Customer (VoC) & Insights to Action - Govern NPS, CSAT, and feedback mechanisms executed by CSM teams.
- Consolidate insights across accounts to identify recurring themes and systemic gaps.
- Convert customer feedback into actionable improvement charters for BUs.
- Track customer health trends, early warning signals, and churn risks. 3.

Experience Governance & Service Excellence - Define and enforce service standards for onboarding, communication, and issue resolution.

- Review customer escalations at a portfolio level;

ensure root cause elimination (not just resolution).

- Drive standardization of SOPs and customer communication protocols.
- Identify breakdowns in planned vs. actual execution (e.G., bookings, shipment timelines) and drive corrective actions. 4.

Business

Impact & Performance Enablement - Enable Sales and Operations teams with insights to improve:

- Customer retention and satisfaction
- Service reliability and predictability
- Track CX metrics alongside business KPIs (leakage, churn indicators,



repeat complaints).
- Support initiatives that improve customer lifetime value through better experience delivery.
- Digital & Process Improvement - Drive adoption and effectiveness of customer-facing digital tools (tracking, portals, updates).
- Identify opportunities for automation and simplification in customer journeys.
- Partner with IT/Product teams to prioritize and implement CX-led enhancements.
- Governance & Operational Rhythm - Own CX dashboards and performance reviews at BU/cluster level.
- Run structured governance forums to review:
- Customer feedback trends
- Escalations
- Service gaps and action plans
- Ensure adherence to SLAs, TATs, and defined experience standards. 7.

Capability

Building & Team Leadership - Lead and coach a team of 2–3 CX Managers overseeing CSM teams.

- Build capability in areas such as customer communication, problem-solving, and insight generation.
- Guide teams to move from reactive issue handling → proactive experience management.
- Drive cross-functional alignment on customer-centric behaviors.
- Risk & Escalation Oversight - Act as the escalation anchor for critical/high-impact customer issues.
- Identify reputational risks and ensure proactive mitigation.
- Ensure compliance with contractual SLAs and customer commitments.

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