The Customer Experience (CX) Manager is responsible for leading and continuously improving the end-to-end customer experience across all customer touchpoints. 
At SnappShop, this role acts as the voice of the customer within the organization, driving customer-centric initiatives, identifying opportunities for improvement, and collaborating with cross-functional teams to enhance customer satisfaction, loyalty, retention, and overall business performance.
The CX Manager leverages customer insights, feedback, operational data, and industry best practices to optimize customer journeys, improve service quality, and ensure a seamless and consistent customer experience throughout the customer lifecycle. This role plays a critical part in embedding customer-centricity across the organization and driving initiatives that create meaningful value for both customers and the business.


Responsibilities :

• Develop and execute the customer experience strategy in alignment with business objectives. 
• Map, monitor, and continuously optimize end-to-end customer journeys across all customer touchpoints. 
• Identify customer pain points and improvement opportunities to enhance customer satisfaction, loyalty, and retention. 
• Act as the voice of the customer in strategic and operational decision-making processes. 
• Design and manage customer feedback programs, including NPS, CSAT, customer surveys, and customer review monitoring. 
• Analyze customer feedback, behavioral data, and operational insights to identify trends, opportunities, risks, and areas for improvement. 
• Provide actionable customer insights and recommendations to stakeholders and leadership teams. 
• Prepare and present regular reports on customer experience performance and key customer metrics. 
• Develop and implement customer retention initiatives aimed at increasing loyalty and reducing customer churn. 
• Identify customer attrition risks and recommend effective recovery and retention strategies. 
• Collaborate with relevant teams to enhance customer engagement and loyalty programs. 
• Lead root cause analysis of recurring customer complaints, service issues, and customer experience gaps. 
• Partner closely with Customer Service, Operations, Product, Technology, Commercial, and other relevant teams to improve customer-facing processes and experiences. 
• Develop, implement, and monitor customer experience improvement action plans and ensure effective execution. 
• Establish and promote customer-centric KPIs and performance measures across the organization. 
• Maintain and continuously improve CX dashboards, scorecards, and reporting frameworks. 
• Monitor customer satisfaction and experience metrics to evaluate business performance and identify improvement opportunities. 
• Deliver monthly and quarterly business reviews focused on customer experience performance, trends, and improvement initiatives. 
• Build strong relationships with internal stakeholders to drive alignment and support for customer-focused initiatives. 
• Support the development and promotion of a customer-centric culture throughout the organization. 
• Lead and contribute to cross-functional projects and initiatives aimed at enhancing customer experience and creating value for both customers and the business. 

Requirements :

• Bachelor's degree in Business Administration, Industrial Engineering, Marketing, Management, or a related field.
• Minimum 3 years of experience in Customer Experience, Customer Success, Customer Insights, Service Excellence, or related fields.
• At least 2 years of managerial or team leadership experience.
• Experience in e-commerce, retail, marketplace, or technology-driven businesses is highly preferred.
• Strong knowledge of Customer Experience frameworks and methodologies.
• Hands-on experience with NPS, CSAT, Customer Journey Mapping, and Voice of Customer programs.
• Strong analytical and data interpretation skills.
• Familiarity with CRM systems and customer service platforms.
• Experience in process improvement and project management.
• Strong problem-solving and critical thinking skills.
• Excellent communication and presentation abilities.
• Strong stakeholder management and influencing skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong collaboration and cross-functional leadership capabilities.