Geetam Goyal

Senior Manager Customer Experience

Senior Manager- Customer Experience (Mensa Brands)

My role

• Customer Experience Strategy Development
• Design and implement customer experience (CX) strategies that align with the company's overall objectives.
• Identify key customer touchpoints and develop initiatives to optimize the customer journey.
• Team Leadership and Management
• Lead and manage a team of CX professionals, including training, mentoring, and performance management.
• Coordinate cross-functional teams to ensure a consistent and seamless customer experience across all channels.
• Customer Insights and Data Analysis
• Collect and analyze customer feedback and data to understand their needs, preferences, and pain points.

-Implement metrics to measure the effectiveness of CX initiatives (e.g., NPS, CSAT, CES).

• Process Optimization
• Identify and address inefficiencies in customer service processes to streamline operations and enhance customer satisfaction.
• Work with technology and operations teams to implement automation and tools that improve CX.
• Collaboration with Other Departments
• Serve as the voice of the customer in strategic decision-making, along with other teams
• Customer Support Oversight
• Oversee customer support channels and ensure service levels meet or exceed expectations.
• Develop training programs and guidelines for support teams to maintain high-quality interactions.
• Innovation and Continuous Improvement
• Crisis Management and Problem Resolution
• Act as an escalation point for complex or sensitive customer issues, ensuring quick and effective resolution.
• Performance Reporting
• Create and present regular performance reports to senior leadership, highlighting successes and opportunities for improvement.
• Recommend changes based on data-driven insights.
• Building Brand Loyalty
• Develop loyalty programs and initiatives that strengthen customer relationships and increase retention.
• Implement strategies for personalized customer engagement to build deeper connections.

Bachelor of Technology (BTech), Computer Science - MDU, Rohtak