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
1. 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. 2. 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. 3. 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. 4. 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. 5. 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. 6. 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