As a Customer Experience Manager at CRED IT Solutions, you will lead the design and execution of strategies that elevate client satisfaction and loyalty across all touchpoints. You will work closely with cross‑functional teams—including product, support, sales, and marketing—to translate customer insights into actionable improvements, ensuring that service standards consistently exceed expectations. The role offers a dynamic environment where data‑driven decision‑making, creative problem‑solving, and continuous learning are encouraged, allowing you to shape the customer journey from onboarding through long‑term engagement. You will mentor junior staff, champion best practices, and drive initiatives that directly impact the company’s reputation and growth, fostering a culture of empathy, responsiveness, and innovation.

Requirements:

• Minimum 3‑5 years of experience in customer experience, client success, or related fields, preferably within the IT services sector.
• Strong analytical skills with proficiency in CRM platforms (e.g., Salesforce, HubSpot) and data visualization tools (e.g., Power BI, Tableau).
• Excellent communication and interpersonal abilities, capable of influencing stakeholders and leading cross‑functional initiatives.
• Demonstrated ability to develop and implement process improvements, with a focus on measurable outcomes and customer satisfaction metrics.

Roles and Responsibilities:

• Develop and implement comprehensive customer experience strategies aligned with CRED IT Solutions’ business objectives.
• Analyze customer feedback, NPS scores, and support metrics to identify trends and drive continuous improvement initiatives.
• Collaborate with product and engineering teams to convey customer insights and influence product roadmap decisions.
• Design and facilitate training programs for support and sales teams to ensure consistent, high‑quality service delivery.
• Lead the creation of customer journey maps, service blueprints, and SOPs that streamline interactions and reduce friction points.
• Monitor and report on key performance indicators (KPIs) such as CSAT, churn rate, and first‑contact resolution, presenting findings to senior leadership.

Budget:

• Job Type: payroll
• Experience Range: 3 to 5 years
• Maximum Budget: ₹500,000 per year