Job Requirements
Job Description
Role: Customer Experience Manager
Function: Retail Excellence / Customer Experience
Brand: Tanishq
Role Purpose
The Customer Experience Manager is responsible for enhancing the end-to-end customer experience across the Tanishq retail network by driving customer-centric processes, improving customer satisfaction metrics, strengthening the Tanishq Way of Life standards, and partnering with cross-functional teams to deliver a consistent and differentiated customer experience.
Key Responsibilities
Customer Experience & Process Excellence
Drive and continuously improve the Tanishq Way of Life customer experience framework.
Review and enhance customer-facing processes to improve service quality and operational efficiency.
Design and implement customer-centric process improvements across stores.
Customer Satisfaction & NPS
Drive improvements in CSAT through Voice of Customer (VOC) and Voice of Sales Force (VOSF) insights.
Partner with field teams to analyze and improve NPS scores through targeted action plans.
Work with cross-functional teams to resolve customer pain points and improve service delivery.
Customer Journey & Benchmarking
Map and review end-to-end customer journeys to identify improvement opportunities.
Benchmark customer experience practices against leading retail and luxury brands.
Recommend and implement best practices to elevate the customer experience.
Cross-functional Collaboration & Reporting
Collaborate with Retail, Marketing, Digital, Training, Supply Chain, and IT teams to implement customer experience initiatives.
Monitor customer experience metrics, prepare dashboards, and present actionable insights to leadership.
Education
MBA / Post Graduate in Marketing, Retail Management, Business Management, or a related field.
Experience
6–10 years of experience in Customer Experience, Retail Operations, Retail Excellence, Service Quality, or Process Improvement.
Experience in retail, luxury, or consumer-facing industries is