Main Responsibilities:

Develop and execute a comprehensive customer experience strategy aligned with the company's business objectives.

Establish customer service standards and ensure they are met across all customer interactions.

Drive initiatives to measure and enhance customer satisfaction (CSAT), Net Promoter Score (NPS), and other CX metrics

Manage customer feedback loops, ensuring concerns and issues are addressed promptly.

Collaborate with sales, operations, and technical teams to proactively engage with customers and anticipate their needs

Lead efforts to improve customer onboarding, support, and account management processes.

Identify and eliminate pain points in the customer journey using data-driven insights.

Ensure Service Level Agreements (SLAs) and contractual obligations are met or exceeded.

Oversee customer communication and engagement during service incidents, outages, or maintenance.

Implement best practices for customer notifications, escalations, and resolution tracking.

Develop and refine incident response protocols to ensure transparency and trust.





Collaborate with IT teams to implement AI-driven insights and automation to improve customer engagement.

Leverage customer data analytics to personalize experiences and predict potential service issues

Drive adoption of CX-enhancing tools such as customer portals, chatbots, and CRM systems.

Relationship Management across all levels in Customer organization.

Build and manage a high-performing customer experience team.

Identify training programs to enhance the team's ability to handle customer interactions effectively.

Foster a customer-first culture across the organization

Service Review & SLA Management

Customer Escalation Management.

Improving CSAT / NPS score

Retention & Growth

Support in introduction of Recent Initiatives / Roll out & Cost saving

Keep accurate records and document customer service actions and discussions

Analyze statistics and compile accurate reports

📌 Customer Engagement Manager (India)
🏢 Rainbow HR Consulting
📍 India