Job Requirements To drive customer experience excellence for Taneira through customer feedback management, customer insights, loyalty program execution, customer journey enhancement, and data-driven interventions that improve satisfaction, retention, engagement, and business outcomes across retail stores.

Key Responsibilities

- Customer Experience & NPS Management
- Manage the end-to-end Net Promoter Score (NPS) program across customer touchpoints.
- Analyse customer feedback and identify key drivers of customer satisfaction and dissatisfaction.
- Design and enhance feedback collection mechanisms to generate actionable customer insights.
- Develop periodic NPS reports, dashboards, and performance reviews for business stakeholders.
- Monitor NPS performance trends and recommend improvement actions.
- Drive resolution and closure of passive and detractor customer cases through cross-functional collaboration.
- Conduct root cause analysis and support corrective action implementation.
- Partner with business, training, and store teams to improve customer experience metrics.
- Support automation and digitization of customer experience reporting and dashboards.
- Customer Reviews & Reputation Management (Google My Business)
- Monitor and manage customer reviews across Google My Business (GMB) platforms.
- Develop and maintain automated reports providing store-level visibility on customer sentiment and review performance.
- Analyse customer review verbatims to identify recurring themes, service gaps, and improvement opportunities.
- Coordinate with relevant stakeholders to resolve customer issues highlighted through digital review platforms.
- Ensure store information and operational statuses on public platforms remain accurate and updated.
- Support reputation management initiatives that enhance brand perception and customer trust.
- Customer Insights & Non-Purchase Analytics
- Manage and analyse Non-Purchase (NP) data to identify barriers impacting customer conversion.
- Develop and maintain dashboards and analytical tools to provide visibility into customer non-purchase reasons.




- Generate actionable insights and recommendations for business and category teams.
- Facilitate regular review forums with stakeholders to track trends, improvement opportunities, and corrective actions.
- Drive data-based decision making to enhance sales conversion and customer experience.
- Loyalty Program & Customer Engagement Management
- Plan and execute customer engagement and loyalty initiatives aimed at increasing retention and customer lifetime value.
- Identify and segment target customer cohorts based on customer behavior, value, and engagement metrics.
- Design customer gifting and engagement programs to strengthen customer relationships.
- Manage end-to-end execution of loyalty campaigns, including communication, gifting selection, logistics coordination, and performance tracking.
- Monitor program effectiveness through defined metrics such as engagement, retention, repeat purchases, and revenue contribution.
- Develop enhancement proposals and future strategies to improve loyalty program effectiveness and customer participation.
- Customer Journey & Experience Enhancement
- Identify opportunities to improve customer journey and in-store experience across touchpoints.
- Conceptualize and execute customer engagement initiatives for festivals, anniversaries, and special occasions.
- Source and introduce customer gifting solutions aligned with customer preferences and regional requirements.
- Collaborate with internal stakeholders to enhance sensory and experiential aspects of the retail workplace.
- Manage and periodically refresh customer-facing experience elements such as in-store music and ambience initiatives.
- Ensure consistency in execution of customer experience standards across stores.
- Reporting, Analytics & Continuous Improvement




- Build and manage dashboards, reports, and performance trackers to support business decision-making.
- Analyze customer data to identify trends, opportunities, and emerging customer needs.
- Present insights and recommendations to cross-functional stakeholders.
- Support process improvements and automation initiatives to improve efficiency and visibility.
- Track key customer experience, engagement, retention, and operational performance metrics.

Key Stakeholders

Internal

- Retail Operations Team
- Store Managers
- Training Team
- Category Team
- Marketing Team
- CRM Team
- VM (Visual Merchandising) Team
- Business Leadership

External

- Customers
- Gifting and Service Vendors
- Digital Platform Partners

Key Performance Indicators (KPIs)

- Net Promoter Score (NPS)
- Detractor and Passive Closure Rate
- Customer Satisfaction Metrics
- Customer Retention & Dormancy Reduction
- Loyalty Program Effectiveness
- Revenue Generated Through Customer Engagement Programs
- Google Review Ratings & Response Metrics
- Non-Purchase Reduction Metrics
- Dashboard Adoption & Reporting Accuracy
- Customer Journey Improvement Initiatives Delivered

Work Experience

Qualification & Experience

Education

- Bachelor's degree in Business, Marketing, Management, Statistics, Analytics, or related discipline.
- MBA/Postgraduate qualification preferred.

Experience

- 2-3 yrs of experience in Customer Experience, CRM, Customer Insights, Loyalty Programs, Retail Operations, or related areas.

Required Competencies

Functional Competencies

- Customer Experience Management
- Voice of Customer (VoC) Programs
- NPS Management
- Customer Analytics & Insights
- Dashboarding & Reporting
- CRM & Loyalty Program Management
- Data Analysis and Interpretation
- Customer Journey Mapping
- Retail Customer Experience

Behavioral Competencies

- Customer Centricity
- Analytical Thinking
- Stakeholder Management
- Problem Solving
- Communication & Presentation Skills
- Collaboration & Influencing
- Execution Excellence
- Attention to Detail

📌 Customer Experience Manager (Bengaluru)
🏢 Titan
📍 Bengaluru