The Manager Customer Experience will lead customer experience and service operations, ensuring seamless delivery across the customer lifecycle. The role will drive customer satisfaction, retention, operational excellence, and business growth through customer-centric strategies, AI-enabled solutions, data-driven insights, and continuous process improvement.

As a key stakeholder partner, the incumbent will collaborate with Commercial, Product, Technology, Content, Operations, and Fulfilment teams to enhance customer journeys, optimize service delivery, and create exceptional customer outcomes.

Key Responsibilities

Customer Experience & Service Delivery
- Lead customer experience operations to deliver exceptional service and ensure successful execution of customer success plans.
- Manage the end-to-end customer journey, including onboarding, adoption, engagement, retention, and renewal.
- Drive customer-centric initiatives that improve CSAT, NPS, retention, and customer loyalty.
- Lead Voice of Customer (VoC) programs and translate customer feedback into actionable improvements.




- Act as the escalation point for complex customer issues and ensure timely resolution.

Strategy, Innovation & Digital Transformation
- Develop and implement customer experience strategies aligned with business objectives.
- Leverage AI solutions, automation, and analytics to enhance customer journeys, improve efficiency, and drive business growth.
- Identify opportunities to optimize customer interactions through digital-first service models and process automation.
- Drive continuous innovation by evaluating emerging customer experience technologies and best practices.

Operations Excellence & Analytics
- Establish and optimize scalable service processes, SOPs, governance frameworks, and performance standards.
- Monitor and improve key metrics such as CSAT, NPS, CES, SLA adherence, FCR, TAT, retention, and customer engagement.
- Develop dashboards and performance reports to provide actiona

📌 Customer Experience Manager (Gurugram)
🏢 Sage Publications India
📍 Gurugram