Role Title

Customer Experience Manager

Industry Type

Any Manufacturing Industry

Department

Customer Experience / Sales Support / Operations

Reports To

Managing Director / Head of Sales / Head of Operations

Role Purpose

The Customer Experience Manager will be responsible for understanding every touchpoint of the customer journey and ensuring that customers receive a smooth, professional, transparent, and memorable experience from the first enquiry to final delivery, installation, feedback, and repeat business.

The role exists to build a customer-first culture across the organization by coordinating with Sales, Customer Service, Production, Procurement, Logistics, Execution, Finance, Accounts, Marketing, and Management.

Key Objective of the Role

To create a consistent, positive, and reliable customer experience at every stage of the customer journey, leading to higher customer satisfaction, faster issue resolution, stronger client relationships, repeat business, referrals, and brand trust.

Customer Journey Touchpoints to Manage

The Customer Experience Manager should understand, track, and improve the experience across the following stages:

1. Lead / Enquiry Stage

- How quickly the enquiry is acknowledged

- Quality of first response

- Understanding customer requirement clearly

- Professional presentation of company and products

1. Sales Discussion Stage

- Timely follow-up by sales team

- Product selection support

- Technical clarification

- Sample submission

- Quotation clarity

- Customer confidence building

1. Order Confirmation Stage

- Clear communication of price, quantity, specifications, lead time, payment terms, and delivery schedule

- Proper documentation and order confirmation

- Internal handover from sales to execution/operations

1. Production / Procurement Stage

- Updating customer on order progress

- Managing delays proactively

- Ensuring product quality and specification alignment

1. Dispatch / Logistics Stage

- Timely delivery planning

- Proper packing and dispatch communication

- Sharing dispatch details, transporter details, LR copy, e-way bill, and expected delivery date

- Handling delivery-related concerns

1. Execution / Installation Stage

- Site coordination

- Installer/team readiness

- Work completion quality

- Site cleanliness and skilled conduct

- Customer handover

1. Billing / Payment Stage

- Clear invoices

- Smooth documentation

- Professional payment follow-up

- Avoiding disputes due to communication gaps

1. Complaint / Issue Resolution Stage

- Fast acknowledgement of complaints

- Root cause analysis

- Coordination with relevant department

- Timely closure

- Customer communication until resolution

1. Post-Completion Feedback Stage

- Customer feedback collection

- Satisfaction scoring

- Testimonials

- Case studies

- Improvement actions

1. Repeat Business / Relationship Stage

- Maintaining customer relationship

- Sharing new products and solutions

- Creating referral opportunities

- Building long-term loyalty

Key Responsibilities

1. Customer Journey Mapping

- Map the complete customer journey from enquiry to repeat business.

- Identify every customer touchpoint across departments.

- Create customer journey checklists and SOPs for each stage.

- Identify gaps, delays, confusion points, and customer pain areas.

2. Customer Communication Standards

- Define response time standards for enquiries, complaints, quotations, dispatch updates, and service issues.





- Ensure customers receive explicit, professional, and proactive communication.

- Create standard communication templates for different customer situations.

- Monitor whether teams are updating customers regularly and accurately.

3. Cross-Department Coordination

- Work closely with Sales, Customer Service, Production, Procurement, Logistics, Execution, Finance, Accounts, and Marketing.

- Ensure smooth internal handover between departments.

- Follow up internally to ensure customer commitments are fulfilled.

- Act as the bridge between customer expectations and internal execution.

4. Complaint Management

- Own the customer complaint management process.

- Ensure every complaint is acknowledged quickly.

- Track complaints until final closure.

- Conduct root cause analysis for repeated issues.

- Create preventive actions with concerned departments.

- Ensure customers are informed at every stage of resolution.

5. Customer Feedback System

- Create and manage customer feedback forms.

- Collect feedback after order completion, delivery, installation, and service resolution.

- Track customer satisfaction score and Net Promoter Score.

- Identify happy customers for testimonials and referrals.

- Identify unhappy customers and create recovery plans.

6. Customer Experience Audits

- Regularly audit customer interactions across departments.

- Review sales follow-ups, quotation quality, complaint handling, delivery updates, and handover process.

- Identify gaps in customer experience and report them to management.

- Suggest practical improvements to improve customer satisfaction.

7. Process Improvement

- Create SOPs to improve customer experience.

- Reduce delays, communication gaps, and rework.

- Work on automation, CRM improvement, follow-up systems, and customer dashboards.

- Help departments become more customer-focused.

8. CRM and Data Management

- Ensure customer interactions are properly updated in CRM.

- Track enquiry status, quotation status, order status, complaint status, and feedback status.

- Create customer experience dashboards for management review.

- Analyze data to identify customer pain points and improvement opportunities.

9. Training and Culture Building

- Train internal teams on customer communication, complaint handling, and service mindset.

- Promote customer-first thinking across departments.

- Share real customer feedback with teams.

- Help build a culture where every department understands its role in customer satisfaction.

10. Customer Retention and Loyalty

- Identify key customers and maintain relationship touchpoints.

- Work with sales and marketing to create customer engagement programs.

- Support repeat business, referrals, testimonials, and loyalty initiatives.

- Ensure customers feel valued even after the order is completed.

Key Skills Required

- Strong understanding of customer journey and service excellence

- Excellent communication skills

- Strong coordination and follow-up ability

- Problem-solving mindset

- Process-oriented thinking

- Ability to work with multiple departments





- Strong ownership and accountability

- CRM and data tracking ability

- Complaint handling and conflict resolution skills

- Ability to convert customer feedback into improvement actions

- Professional attitude and customer-first mindset

Preferred Experience

- 5 to 10 years of experience in customer experience, customer service, key account management, sales coordination, operations coordination, or service management.

- Experience in building materials, interiors, manufacturing, projects, B2B sales, or service-based industries will be preferred.

- Experience in handling architects, designers, contractors, builders, dealers, or project customers will be an added advantage.

Qualification

- Graduate in Business Administration, Marketing, Commerce, Communication, or related field.

- MBA or certification in Customer Experience, Service Excellence, CRM, or Process Management will be an added advantage.

Key Performance Indicators

1. Customer Satisfaction Score

2. Net Promoter Score

3. Complaint resolution time

4. Number of complaints closed within defined timeline

5. Repeat complaint percentage

6. Customer feedback collection percentage

7. Customer testimonial count

8. Repeat business percentage

9. Referral leads generated

10. Enquiry response time

11. Quotation follow-up adherence

12. Order update compliance

13. Delivery communication accuracy

14. Internal handover accuracy

15. Customer retention rate

Expected Outcomes in First 90 Days

First 30 Days

- Understand company products, departments, customer types, and current customer journey.

- Map all customer touchpoints.

- Identify major customer experience gaps.

- Study existing complaints and feedback.

31 to 60 Days

- Create customer journey SOPs.

- Define communication standards and response timelines.

- Start complaint tracking and feedback system.

- Begin weekly customer experience review with departments.

61 to 90 Days

- Launch customer experience dashboard.

- Implement customer satisfaction score tracking.

- Improve internal handover process.

- Start testimonial and referral collection process.

- Present improvement roadmap to management.

Ideal Candidate Profile

The ideal candidate should be someone who is highly responsible, mature, process-driven, and customer-focused. The person should not only listen to customer problems but should also be able to understand internal department challenges and create practical solutions.

This role requires someone who can follow up strongly, communicate professionally, coordinate across teams, and continuously improve the customer journey. The candidate should have the ability to convert customer pain points into process improvements.

Job Description Summary

We are looking for a Customer Experience Manager who will own and improve the complete customer journey across all customer touchpoints. The person will work closely with Sales, Operations, Production, Logistics, Finance, Accounts, Customer Service, Execution, and Marketing to ensure that every customer receives a smooth, transparent, and excellent experience.

The role will be responsible for customer journey mapping, complaint resolution, feedback collection, customer communication standards, CRM tracking, internal coordination, process improvement, and customer satisfaction improvement.

The goal is to create a customer-first culture where every customer feels valued, informed, supported, and confident in working with the company.

📌 Customer Experience Manager (Bengaluru)
🏢 Tranquil Peeplz
📍 Bengaluru