Customer Delight Manager

Role & responsibilities

• Manage and improve the overall customer experience and satisfaction levels.
• Handle customer escalations and ensure timely and effective resolution.
• Identify customer pain points and implement solutions to improve service quality.
• Monitor customer feedback, complaints, and service-related issues.
• Work closely with Operations, Sales, Warehouse, and other internal teams to resolve customer concerns.
• Develop and track key customer experience metrics such as CSAT, NPS, response time, resolution time, and complaint closure.
• Analyse customer feedback and identify recurring issues and improvement opportunities.
• Conduct regular reviews and prepare MIS/reports related to customer experience.
• Establish and improve SOPs and processes to enhance customer service standards.
• Coach and guide team members on customer handling, communication, and escalation management.
• Ensure timely follow-up and closure of customer complaints.

Preferred candidate profile

5- 7 years of experience in Customer Experience, Customer Success, Customer Service, Client Servicing, or related roles.

• Candidates from B2B, E-commerce, Logistics, FMCG, Food-Tech, Retail, or similar industries are preferred.
• Graduate degree in any discipline; MBA/PG qualification in Marketing, Operations, or a related field is an added advantage.