Associate Manager - Customer Happiness
Location:
., IN
Nov 26, 2025
Job Details
- Job Title: Associate Manager- CX Programme Management
- Department: Customer Happiness (Commercial)
- Reports to: Head – Customer Happiness
- Direct Reports: CX Programme Management
- Location: GGN - HQ
Key Duties & Responsibilities
Service Quality
- Map customer experience and benchmark practices across industries for all lines of business.
- Monitor service standards across all customer touchpoints through service surveillance and mapping.
- Establish performance levels with function heads; ensure compliance, corrections, and preventive actions.
- Ensure service quality audit processes and timelines are adhered to through stakeholder management.
- Drive Net Promoter Score (NPS) and Customer Satisfaction (CSAT) projects; measure, track, and execute initiatives to improve customer KPIs.
- Identify and implement service quality improvement projects for service enhancement, cost savings, and revenue generation.
- Manage mystery audit projects (in-house and outsourced).
- Prepare and present reports on Voice of Customer (VOC), NPS, mystery shopping, and employee feedback.
- Introduce competitive best practices to create service excellence as a differentiator.
- Collaborate with CH operations team for training design, delivery, and effectiveness monitoring.
- Create Standard Operating Procedures (SOPs) for Customer Happiness and CX processes.
- Conduct observation journeys across customer touchpoints to evaluate service consistency and identify gaps.
- Lead end-to-end customer journey mapping to identify pain points and improvement opportunities.
- Use data analytics and dashboards for trend analysis and predictive insights to enhance CX.
Key Relationships
- Internal: Communication with all internal departments.
- External: Communication with customers and external service partners.
Knowledge, Skills & Experience
- Qualification: Graduate / Postgraduate
- Additional Certifications:
- Learning & Development techniques
- NPS / CSAT Programme Management
- Project Management
- Work Experience:
- 8–10 years in customer management or service excellence roles
- Industry experience preferred
Skills / Requirements
- Outstanding customer service and stakeholder management skills
- Strong interpersonal and communication skills
- Presentation and report-making skills; strong analytical ability
- Highly detail-oriented; ability to multi-task effectively
- Excellent management and leadership skills
- Ability and willingness to travel
