Designation
Customer Experience Manager
Salary
Role Category
Education
Best in salaries depending on skills & experience
Customer relation
Graduate / Diploma from a reputed and recognised national or international institution
Job Description
As a Customer Experience Manager you will be responsible for:
1. Guest Experience Management:
• Ensure a consistently high level of service and hospitality for all guests through backend Communication operations platforms (whatsapp/email/telephone, etc.)
• Manage communication systems along with the team and ensure the reply is within 5 minutes of query raised by the customer and the conversation is closed on the system properly.
• Manage other platform like shopify, emails, swiggy, zomato for customer feedback, sales and product updates.
• Communicate delivery or fulfilment to customer for all shopify order.
• Handle guest feedback and complaints with a focus on swift resolution and customer satisfaction.
• Increase Manual sales orders based on targets for the month and individual queries that come from Communication platforms.
• Any special order request needs to be addressed and dealt with sensitively.
• Coordinate with Dispatch team for timely deliveries and any manual sales.
• Co-ordinate fulfilment status with the dispatch team for all orders.
• Update delivery status, take feedback and submit feedback for all orders.Give data analysis to management team.
• Increase sales through abandon checkouts and create report. Give analysis to management team.
2. Staff Training and Development:
• Train and develop staff members to provide exceptional service and maintain a positive atmosphere.
• Foster a team culture focused on continuous improvement and exceeding customer expectations.
• Maintain a roster for the customer service, conduct daily briefings and weekly meeting for improvement.
3. Quality Control:
• Train and maintain the high standards of food quality, presentation, and consistency with Conduct occasional inspections.
4. Events and Special Promotions:
• Plan and execute special events, promotions, and collaborations to enhance the overall customer experience.
• Coordinate with the marketing team to promote and market offerings effectively.
5. Financial Management:
• Work closely with the finance team to manage budgets, analyze costs, and contribute to revenue growth.
• Implement strategies to optimize profitability without compromising on customer service quality across all sales platform.
6. Reports:
• Provide daily report for CRM Department.
• Analyse feedback and implement improvement plan and process.