Regional Customer Experience Manager

Regional Customer Experience Manager

Function: Customer Experience

Experience: 5-6 Years

Preferred Background: Retail Operations / Customer Experience / Customer Engagement / CRM / Sales Operations / Service Quality / Hospitality / Consumer-facing Business Operations. ABMs from startups encouraged. Store Manager profiles not preferred.

Education: Graduate in Business, Marketing, Hospitality, Retail Management, or related fields; MBA/PGDM (Tier 1/Tier 2) preferred. In the absence of an MBA/PGDM, candidates with up to 10 years of relevant experience may be considered in lieu of the qualification.

Role Purpose:

Drive customer experience and engagement initiatives across the region by working closely with stores, regional, and corporate teams to improve in-store customer experience, strengthen repeat customer engagement, and drive key CX metrics like NPS and CSAT through structured programs and operational improvements.

Key Responsibilities:

• Drive adoption and execution of defined customer journey and in-store experience standards across stores in the region.
• Drive improvement in customer experience metrics including NPS, CSAT, Google Reviews, and other customer feedback channels.
• Translate customer feedback and business data into actionable insights and improvement opportunities.
• Work with store, regional, and corporate stakeholders to improve customer satisfaction, service quality, and frontline experience delivery.
• Drive customer retention and engagement programs for repeat and high-value customers to improve loyalty and repeat business.
• Plan and execute occasion-led and business-led customer engagement initiatives across the region.
• Ensure regular tracking, governance, and reporting of customer feedback data, action plans, and store-level closures.
• Collaborate with internal teams, store leadership, and external partners for smooth execution of customer experience initiatives.
• Monitor key customer touchpoints from store entry to exit and drive improvements in overall customer journey experience.
• Share periodic insights, performance updates, and improvement recommendations with regional leadership teams.

Key Skills Required:

• Strong customer-centric mindset with good understanding of sales, retail customer behaviour, and customer journey management.
• Basic analytics and ability to interpret customer, sales, and operational data to identify trends and improvement opportunities.
• Understanding of Customer Experience metrics such as NPS, CSAT, and customer feedback systems.
• Experience in retail operations, service quality, or customer experience and engagement programs.
• Strong stakeholder management, coordination, and execution capability across frontline and cross-functional teams.
• Good communication and interpersonal skills (regional language preferred).
• Working knowledge of MS Excel, PowerPoint, reporting, and presentation tools.