Job Title: Manager Customer Experience
Salary Package: ₹25,000 – ₹38,000 a month
Company Name: Flipkart
Job Location: Bangalore, Karnataka
Qualification : Bachelor’s Degree
Job Info:
- Define, implement and own the process for NPS / CSAT across the company for different businesses
- Own the NPS / CSAT targets for the business and meet/exceed
- Build for scale – drive improvement projects to elevate experience at a mass scale
- Drive governance, review action plans and report out alarms (Risk opportunity assessment on regular basis)
- Work cross-functionally to implement feedback loops at appropriate trigger points in the customer journey; optimize these over time
- Evaluate all customer feedback and develop a weekly reporting cadence; share across business unit leadership
- Identify trends and drive actions plans to address satisfaction issues; track these through implementation and assess impact
- Conduct company-wide communications on NPS/satisfaction results, and work with business unit leadership to support KPI development for various teams reflecting these metrics
- Work with the data team to define, develop and deliver NPS/satisfaction dashboard and performance reporting
- Embed voice of the customer into company trainings and meetings
- Drive change management throughout the organization from a people, process, and technology perspective
What will you need –
- Effective stakeholder management
- Excellent written and verbal communication skills required
- Customer orientations and customer centric experience
- Process Management
- Strong problem solving, Strategy, Prioritization skills with an eye for detail
- Ability to come up with lots of ideas and improvements
- In-depth understanding of customer feedback model
- Preferred – Six Sigma Green belt certified