Customer Experience Manager

Key Responsibilities:

• Lead, mentor, and develop a team of CX technology specialists, fostering a culture of innovation and excellence.
• Define and execute the CX technology transformation strategy, covering areas like CRM, contact center, digital channels, and analytics.
• Oversee the full project lifecycle, from ideation, design, development, deployment and post-launch optimization.
• Identify, evaluate, and champion the adoption of emerging technologies, particularly Generative AI (Gen AI), to revolutionize customer interactions, personalize experiences, and automate support functions.
• Manage stakeholder expectations, project timelines, budgets, and quality standards.
• Drive change management and ensure successful adoption of new CX platforms across the organization.

Required Skills & Experience:

• 8+ years of experience in CX technology implementation and transformation, with at least 3 years in a leadership role.
• Proven expertise in CRM platforms (e.g., Salesforce, Dynamics), contact center technologies, digital CX platforms, and data analytics.
• Demonstrated ability to identify, evaluate, and implement Gen AI solutions for CX enhancement (e.g., intelligent chatbots, personalized content generation, predictive service).
• Strong project/program management skills (Agile methodologies preferred).
• Excellent communication, negotiation, and stakeholder management abilities.
• Deep understanding of the Indian market and customer landscape.
• Bachelor's or Master's degree in Engineering, Computer Science, or a related technical field.