Job Description
Assistant Manager / Deputy Manager - Customer Experience, VOC & ORM
Company: Trent Limited
Location: Wadala, Mumbai
Department: Marketing
Role Purpose
We are looking for a customer-focused and analytical qualified to lead Voice of Customer (VOC), Customer Response Management, Online Reputation Management (ORM), Customer Experience (CX) initiatives, and feedback systems across Zudio.
The role will be responsible for driving customer satisfaction through effective response management, VOC reporting, reputation management across digital platforms, customer experience measurement, process improvements, automation initiatives, and stakeholder collaboration. The individual will manage agency partners and a small internal team while working closely with Operations, Buying, Quality, Legal, IT, Store Operations, and other business functions.

Key Responsibilities
Voice of Customer (VOC) & Customer Insights
- Own and drive the Voice of Customer (VOC) program across customer touchpoints.
- Consolidate and analyze customer feedback received through:
- Email
- Social media




- QR-based store feedback
- Google Business Listings
- App reviews
- Other customer channels
- Prepare monthly VOC reports with key insights, trends, and actionable recommendations.
- Identify recurring customer pain points and drive corrective actions with relevant stakeholders.

Customer Response Management
- Lead end-to-end customer response management across channels.
- Manage response quality, turnaround times, escalations, and closure effectiveness.
- Work closely with response management agencies and the internal team to ensure timely and consistent customer communication.
- Handle and resolve high-priority customer escalations and service recovery cases.

Online Reputation Management (ORM) & Google Business Listings
- Own ORM across digital platforms and review channels.
- Lead Google Business Listings (GBL) management, listing hygiene, verification, and review response processes.
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📌 Crm Manager (Mumbai)
🏢 Trent
📍 Mumbai