The Regional Customer Experience Manager will be responsible for driving customer experience and engagement initiatives across the region. The role will work closely with store teams, regional leadership, and corporate teams to improve in-store customer experience, strengthen repeat customer engagement, and drive key customer experience metrics such as NPS, CSAT, Google Reviews, and other customer feedback indicators.
The role will focus on translating customer insights into actionable interventions, improving frontline service delivery, and ensuring consistent execution of customer journey standards across stores.
Key Responsibilities
1. Customer Experience Execution
- Drive adoption and execution of defined customer journey and in-store experience standards across all stores in the region.
- Monitor key customer touchpoints from store entry to exit and identify opportunities to improve the overall customer journey.
- Support stores in enhancing service quality, customer interaction standards, and frontline experience delivery.
- Ensure consistency in customer experience practices across stores through regular follow-ups and reviews.
2. CX Metrics and Feedback Management
- Drive improvement in customer experience metrics including NPS, CSAT, Google Reviews, and other customer feedback channels.
- Track customer feedback, complaints, escalations, and service gaps to identify recurring themes and improvement areas.
- Ensure timely closure of store-level action plans arising from customer feedback.
- Share periodic CX performance updates, dashboards, and insights with regional leadership teams.
3. Customer Insights and Improvement Actions
- Translate customer feedback, sales data, and operational inputs into actionable insights.
- Identify trends, gaps, and opportunities to improve customer satisfaction and repeat business.
- Recommend store-level and regional interventions based on customer feedback and business performance data.
- Work with releva
📌 Regional Customer Experience Manager (Chennai)
🏢 Titan Company
📍 Chennai
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