Manager - CRM - Customer Experience - RFB - Mumbai - Lodha (I-Think Techno Campus) - B wing - JM
Tata Capital Limited (company site, opens in a new tab)On-siteDirect career pageEst. 10–18 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Manage end-to-end Voice of Customer (VOC) and Net Promoter Score (NPS) programs across multiple customer journeys to drive customer satisfaction and business outcomes.
- Analyze customer feedback using advanced analytics tools (Qualtrics, Text IQ, Stat IQ, AI-based) to generate actionable insights and measure business impact of CX initiatives.
- Lead stakeholder engagement, VOC governance, customer experience improvement projects, and cost optimization initiatives including process enhancements and automation.
Minimum Requirements
- Work Experience Required: Not explicitly mentioned in the JD.
- Mandatory skills include proficiency with VOC and NPS program management, advanced customer analytics tools (Qualtrics, Text IQ, Stat IQ), and experience with cross-functional stakeholder engagement.
- Educational qualifications: Not explicitly mentioned in the JD.
- Location: Mumbai (Lodha - I-Think Techno Campus, B wing).
Ideal Candidate Profile
- Experienced in managing customer experience measurement frameworks with a focus on converting feedback into business insights and actionable improvements.
- Comfortable working cross-functionally with Product, Operations, Digital, Sales, Technology teams and leading VOC governance and culture initiatives.
- Skilled in driving process improvement projects, cost optimization, and implementing automation within customer experience programs.