Senior Customer Excellence Manager

Role Overview

• You will be responsible for overseeing and improving the interactions between Emma and its customers to ensure satisfaction and loyalty.
• You will focus on analyzing customer feedback, enhancing service processes, and ensuring seamless customer journeys across all touchpoints.
• You will focus on building strong relationships with stakeholders, maximizing customer satisfaction, and driving long-term retention and growth by acting as the point of contact for customer service-related concerns.
• You will analyze performance data, identify trends, and collaborate on CX projects that deliver measurable results.
• You will manage Capacity and Data concerns for the customer service team and own the data function and reporting metrics.
• You will work on ideating, executing, and owning projects across the entire customer journey to improve overall customer service.

Requirements

• You have at least 5 years of experience in Customer Experience (CX), Customer Service, or a related leadership role, with a proven track record of driving performance improvements.
• You bring hands-on experience managing India-based customer service operations and understanding regional processes and dynamics.
• You have successfully led end-to-end customer journey optimization initiatives, improving both operational efficiency and customer satisfaction.
• You have knowledge of working with CRMs, helpdesks, project management tools, & solutions.
• You have exceptional interpersonal and customer service skills.
• You have excellent communication and collaboration abilities to drive alignment across teams and stakeholders.