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, qualified, 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
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📌 Customer Experience Manager (Bengaluru)
🏢 Tranquil
📍 Bengaluru