Role:The CX Manager is responsible for leading the development and optimization of customer experiences across retail and online channels. The role involves mapping and improving customer journeys, analyzing gaps, leveraging customer feedback, and collaborating with stakeholders to deliver actionable solutions and achieve a seamless customer experience.Accountabilities:Customer Journey Mapping & Improvement:Lead the mapping of end-to-end customer journeys, identify pain points, and develop strategic initiatives to improve the overall experience.HVC (High-Value Customer) Strategy: Oversee the design and implementation of enhancements specifically targeting high-value customers, ensuring loyalty and retention improvements.Data-Driven Decision Making:Utilize insights from VoC, social listening, loyalty metrics, and internal processes to identify trends, gaps, and improvement opportunities.Stakeholder Collaboration: Work closely with internal teams, including marketing, operations, product, and loyalty, to drive alignment and ensure seamless implementation of CX strategies.Governance and Measurement:Establish clear processes and KPIs to measure the success of customer experience initiatives. Monitor and report progress to senior leadership.Leadership and Team Development:Guide and mentor the CX Specialist, fostering a customer-first culture and ensuring the successful delivery of CX projects. Work Context Co-ordinationHigh-level collaboration with cross-functional teams, including marketing, operations, and product.Duration of a typical work week5 daysCommunicating with Supervisors, Peers, or Subordinates Extensive communication with leadership, collaborating with peers, and managing subordinates in program execution.Scope of workStrategic and cross-functional, focusing on CX strategies, leading initiatives across multiple brands, and ensuring measurable impact.Project managementA key responsibility, including rolling out initiatives and managing customer journey mapping programs.Competencies - FunctionalCompetencyDesired BehaviourStrategyStrong strategic thinking, with experience developing and delivering impactful CX strategies.Project ManagementExceptional ability to lead and execute multiple projects like "Art of Selling" and journey mapping programs.Communication & Negotiation SkillsOutstanding communication skills for engaging senior leadership, stakeholders, and cross-functional teams.Consulting BackgroundAnalytical and collaborative mindset with the ability to implement process improvements.Research skillsAdvanced ability to analyze and utilize customer insights to inform CX strategies.