Project Manager - Customer Experience

5.00 to 9.00 Years Delhi 15 Apr, 2024

Job Location	Delhi
Education	Not Mentioned
Salary	Not Disclosed
Industry	Telecom / ISP
Functional Area	Not Mentioned
EmploymentType	Full-time

Job Description

Job SummaryThe project manager will lead Strategic Initiatives designed to improve customer satisfaction & retention. This role involves close collaboration with cross functional teams to design, implement and refine customer experience strategies and experience. This role demands a blend of project management, customer service insights and strategy development skills. This role will have a significant impact on the overall satisfaction, retention & loyalty of customers, contributing directly to the success and growth of the organization.Key Responsibilities Lead the development & execution of customer experience strategic projects from inception to completion. Conduct customer research and analysis to identify customer needs, pain points, and opportunities for improvement. Develop and implement strategies to enhance customer journeys across all touchpoints. Conduct comprehensive analysis of customer feedback, market trends, budgets, resource allocations, ensure projects. are delivered on time and within budget. Monitor and report on the effectiveness of customer experience initiatives, using metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and customer retention rates. Implement customer experience metrics and measurement tools to track the effectiveness of initiatives and identify areas of improvement. Collaborate with cross-functional teams, including marketing, sales, BSS, and customer service to ensure projects meet customer needs and business objectives Stay up-to-date on industry trends, best practices, and emerging technologies in customer service and incorporate them into our operations as appropriate.Professional Experience/ Qualification Proven work experience of 5 years in similar role Bachelor degree in business administration, operations. MBA degree & certification in project management(PMP) is an added advantage. Proven track record of driving improvements in customer satisfaction, operational efficiency. Strong understanding of customer experience principles & strategies. Experience in implementing CRM systems or customer experience platforms. Good in operational efficiency. Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions. Ability to work collaboratively with cross functional teams Knowledge of telecom products, services, and technologies is preferred. Excellent communication and interpersonal skills,

Keyskills :
Project ManagementStrategy DevelopmentCustomer ResearchAnalysisBudget ManagementMetrics AnalysisOperational EfficiencyData AnalysisInterpersonal SkillsCustomer Service InsightsCustomer Journey EnhancementCrossfunctional CollaborationIndustry T

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Project Manager - Customer Experience

Job Description

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