Job Description
About the Role
The role is responsible for designing, implementing, and managing the end-to-end Customer Experience (CX) strategy for Vianaar. This includes developing the Voice of Customer (VoC) ecosystem, managing CRM, driving loyalty and retention, and using data-driven insights to enhance experience.
Responsibilities
Voice of Customer (VoC), customer insights and journey understanding
Customer Experience strategy development and implementation
Experience design, continuous improvement & service innovation
Data-driven approach: CX metrics, measurement, dashboards, ROI
CRM development, retention strategy & loyalty program design
Creative thinking to build emotional and functional loyalty
Grievance redressal & service recover ownership
Guest data management & future engagement strategy
Operational management of full customer lifecycle
Development of customer-centric culture across teams
Cross-functional collaboration with Sales, Projects, Facilit...
The role is responsible for designing, implementing, and managing the end-to-end Customer Experience (CX) strategy for Vianaar. This includes developing the Voice of Customer (VoC) ecosystem, managing CRM, driving loyalty and retention, and using data-driven insights to enhance experience.
Responsibilities
Voice of Customer (VoC), customer insights and journey understanding
Customer Experience strategy development and implementation
Experience design, continuous improvement & service innovation
Data-driven approach: CX metrics, measurement, dashboards, ROI
CRM development, retention strategy & loyalty program design
Creative thinking to build emotional and functional loyalty
Grievance redressal & service recover ownership
Guest data management & future engagement strategy
Operational management of full customer lifecycle
Development of customer-centric culture across teams
Cross-functional collaboration with Sales, Projects, Facilit...
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