914 Cx Manager jobs in India

Job Purpose:

The Manager - Customer Experience will drive EV customer experience across touchpoints, designing the entire journey from RE EV buyer's perspective. They'll provide consumer insights, collaborate with various teams, and develop differentiated experiences. The role requires strategizing communication plans, utilizing Customer Data Platforms, and defining key metrics. The goal is to enhance customer experience through brand marketing, sales, service, and engagement programs. Constant improvement is expected through strategic planning and market evaluation. This role will partner with Brand Strategy, Product Strategy, Marketing, Sales, and Service teams.

Position Overview:

Location: Chennai

Position Title:   Customer Experience 

Reports to : Group Manager - EV Commercial

Function: EV Commercial

What you’ll do:

Strategic view: 

• Strategic intent is to build the lead generation funnel at top of the funnel and engage with those customers as well as ensure quality leads follow through the funnel via relevant conversations
• Key KPIS: Lead Conversions across the Brand and business funnels, CSAT and NPS across touchpoints. Process setups.
• Define the Customer journey for RE EV buyers. Create a journey that is better and differentiated from key competition. Also, it has delightful moments that surpass customer expectations Design, develop and execute customer journeys for various formats
• Craft strategies to build systems and processes to drive customer experience across all touchpoints - website, app, Customer experience at retail stores (sales and service), call center, online CRM, etc.
• Create the front-end and backend interface for dealing with Customers
• Work on ways of making the target interventions as per the cohorts identified through customer data
• Define the CRM interventions required at relevant junctures. Ensuring key KPIs of CSAT and NPS are met. Devise strategic thought around KPI development.
• Define the communications and the relevant channels that needs to be delivered to the Customer at each touchpoint, what message, where, when, at what interval and via which mode.
• Understand customer requirements and develop and define the value additions required.
• Conceptualize and develop rollout tools and services enabling digitization of customer experiences (like interactive screens, QR codes, paperless transactions, new technologies, etc.) across touchpoints aimed towards elevating customer experience and managing physical limitations.

Key Elements:

• CRM strategy implementation for both offline (Voice support) and Digital (Non-Voice support)
• For Offline Call center support, we need to have a thorough understanding of Call center operations and how to get effective and efficient lead validations
• For Digital CRM: Work on CRM strategy, implementation , deployment,adoption, and execution
•  Should have thorough knowledge of Salesforce or any other Marketing automation and CRM tools.
• Deploy Salesforce Marketing Automation Cloud with WhatsApp, SMS, Push notification,
• and email channels
• Campaign calendar mapping, along with journeys/tables in the campaigns
• Implement and optimize Marketing Cloud campaigns to reach the target audience
• Manage CRM systems deployed, including personalization, customization , configuration, and data integrity to optimize communications
• Execute relevant campaigns - Sales and service (lead validation and nurturing, product roll out, product recall, etc.)
• ROI measurement and optimization. Analytics and insights on the same
• Lead IT activities related to customer data management and system integration
• WhatsApp integration and chatbot

Customer and Vehicle Data Analysis at Analytics Centre:

• Analyze the customer and vehicle data for feedback to identify opportunities for improvement and innovation
• Understanding customer cohorts as well as individual customer needs. Personalize and customize communication for each customer.
•  Lead Customer Complaints
•  Mystery audits and next best actions
•  NPS and next best actions
• Gemba

KPIs creation and Dashboards Management

• Maintain dashboards and reports to provide actionable insights for management.
• Experience in Ein -Dashboards for customers with all the relevant information that they need in real time
• Dashboard and KPIs creation for internal stakeholders for CX parameters
• Bring in collective ownership of customers across functions and the channels
• Benchmark with the best in class within and across industries

Process improvement and SOPs

• Design and develop customer-facing policies, empowerment policies, and create SOPs for the store operations aimed towards standardization of customer experience across stores
• Create audit parameters with a focus on providing a standardized customer experience and review the non-compliance points.
• Develop training interventions and training content for retail stores, including customer experience product, and processes, in coordination with retail operations and the training team

What you'll bring:

Experience:

• 10+ years experience in a similar role in a Customer/ Strategic consulting domain
• Should’ve worked on CRM tools(Salesforce, Zoho CRM etc.)

Qualification:

• Master’s degree in Business, Marketing or a related field

Ready to Join Us?

Apply via our website today. Join our trailblazing team and be a part of our legacy! “So why wait? Join us and experience the freedom of embracing the road, riding with pure motorcycling passion.”

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

SAP CX Delivery Manager – Job Description

Key Responsibilities:

 Qualifications:

What we look for

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

EY | Building a better working world 

 
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

 
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

 
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

The opportunity

The Global MS Delivery Executive oversees all of the engagements of a specific offering (understood as the end-to-end delivery, including technology, process and people) and works with the various engagement leaders to improve performance and deliver results and outcomes which are in line with the respective cost baselines “as sold” and EY´s related MS contractual obligations.

In terms of proposition development this role will focus on delivering services across the following topics

Your key responsibilities

Skills and attributes for success

To qualify for the role, you must have

Ideally, you’ll also have

What we look for

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

EY | Building a better working world 

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world's top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @ Rippling.com addresses.

After becoming one of the fastest growing startups in the United States ($ → $1 B), Rippling is ready to up-level our operations to scale to 1B in ARR over the next couple years. We need someone who can take us from 1 to 10—and beyond, on a global scale.

In CX Enablement, we are dedicated to empowering our Client Experience team with the tools and knowledge they need to succeed. We are seeking a dynamic and experienced Program Manager - Enablement to to lead Enablement initiatives for our Customer Experience teams in Bangalore.

Reporting to the Manager of CX Enablement, you will jointly identify opportunity areas for training and documentation, source and develop training materials - both live and self-paced - and deliver relevant, consumable content, ensuring our customer-facing teams are prepared and enabled to deliver high quality experiences for international customers.

• Deliver live facilitation to all Bangalore-based new hires in the customer experience organization, including Implementation and Support.
• Collaborate with CX Leadership, Enablement, and R&D to establish an enablement strategy to refine our processes, communicate plans and develop repeatable and effective enablement strategies.
• Develop and deliver training and materials that incorporate a variety of interactive teaching methods to help our teams become Rippling experts.
• Analyze data to improve CSAT across teams based in Bangalore and read out on the impact of your work.

• Experience - 3+ years of project management and enablement experience collaborating with multiple stakeholders; IM, CSM, Support or technical customer-facing role preferred
• Communication Skills - Exceptional communication, presentation, and organizational skills to communicate ideas, objectives, strategies, and training content across different media and stakeholders
• Analytical Abilities – you can dive into data to understand the effectiveness of training you delivered and identify gaps to revisit
• Bias for Collaboration - team player with a strength of driving consensus around how to move the business forward and rally resources to achieve important business outcomes
• Process Orientation – you know how to build a lightweight process to gather the data you need or corral teams in the right direction
• A ‘Doer' Attitude - A get-it-done mentality; self-starter with a bias toward action and an ability to thrive in a fast-paced environment while navigating ambiguity

NOTE: This role will require you to work EST hours (6:30 PM IST to 3:30 AM IST)

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

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Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @ Rippling.com addresses.

After becoming one of the fastest growing startups in the United States ($ → $1 B), Rippling is ready to up-level our operations to scale to 1B in ARR over the next couple years. We need someone who can take us from 1 to 10—and beyond, on a global scale.

In CX Enablement, we are dedicated to empowering our Client Experience team with the tools and knowledge they need to succeed. We are seeking a dynamic and experienced Program Manager - Enablement to to lead Enablement initiatives for our Customer Experience teams in Bangalore.

Reporting to the Manager of CX Enablement, you will jointly identify opportunity areas for training and documentation, source and develop training materials - both live and self-paced - and deliver relevant, consumable content, ensuring our customer-facing teams are prepared and enabled to deliver high quality experiences for international customers.

• Deliver live facilitation to all Bangalore-based new hires in the customer experience organization, including Implementation and Support.
• Collaborate with CX Leadership, Enablement, and R&D to establish an enablement strategy to refine our processes, communicate plans and develop repeatable and effective enablement strategies.
• Develop and deliver training and materials that incorporate a variety of interactive teaching methods to help our teams become Rippling experts. 
• Analyze data to improve CSAT across teams based in Bangalore and read out on the impact of your work.

• Experience - 3+ years of project management and enablement experience collaborating with multiple stakeholders; IM, CSM, Support or technical customer-facing role preferred
• Communication Skills - Exceptional communication, presentation, and organizational skills to communicate ideas, objectives, strategies, and training content across different media and stakeholders
• Analytical Abilities – you can dive into data to understand the effectiveness of training you delivered and identify gaps to revisit
• Bias for Collaboration - team player with a strength of driving consensus around how to move the business forward and rally resources to achieve important business outcomes
• Process Orientation – you know how to build a lightweight process to gather the data you need or corral teams in the right direction
• A ‘Doer’ Attitude - A get-it-done mentality; self-starter with a bias toward action and an ability to thrive in a fast-paced environment while navigating ambiguity

NOTE: This role will require you to work EST hours (6:30 PM IST to 3:30 AM IST)

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.