Job Requirements Job Description Role: Customer Experience Manager Function: Retail Excellence / Customer Experience Brand: Tanishq Role Purpose The Customer Experience Manager is responsible for enhancing the end-to-end customer experience across the Tanishq retail network by driving customer-centric processes, improving customer satisfaction metrics, strengthening the Tanishq Way of Life standards, and partnering with cross-functional teams to deliver a consistent and differentiated customer experience. Key Responsibilities Customer Experience & Process Excellence • Drive and continuously improve the Tanishq Way of Life customer experience framework. • Review and enhance customer-facing processes to improve service quality and operational efficiency. • Design and implement customer-centric process improvements across stores. Customer Satisfaction & NPS • Drive improvements in CSAT through Voice of Customer (VOC) and Voice of Sales Force (VOSF) insights. • Partner with field teams to analyze and improve NPS scores through targeted action plans. • Work with cross-functional teams to resolve customer pain points and improve service delivery. Customer Journey & Benchmarking • Map and review end-to-end customer journeys to identify improvement opportunities. • Benchmark customer experience practices against leading retail and luxury brands. • Recommend and implement best practices to elevate the customer experience. Cross-functional Collaboration & Reporting • Collaborate with Retail, Marketing, Digital, Training, Supply Chain, and IT teams to implement customer experience initiatives. • Monitor customer experience metrics, prepare dashboards, and present actionable insights to leadership. Education • MBA / Post Graduate in Marketing, Retail Management, Business Management, or a related field. Experience • 6–10 years of experience in Customer Experience, Retail Operations, Retail Excellence, Service Quality, or Process Improvement. • Experience in retail, luxury, or consumer-facing industries is preferred. Key Performance Indicators (KPIs) • Improvement in CSAT and NPS scores. • Successful implementation of customer experience improvement initiatives. • Reduction in recurring customer complaints. • Enhanced customer journey and process efficiency. • Effective cross-functional execution of customer experience projects.