Senior Manager - Process Excellence

Bangalore, Karnataka
Permanent
Full-time

7 days ago

The CoinDCX journey: Building Tomorrow, TodayAt CoinDCX, we believe 'CHANGE STARTS TOGETHER'. You are the driving force that will help us make Web3 accessible to all. In the last six years, we have skyrocketed from being India's first crypto unicorn to carrying a community of over 125 million with us. To continue maximising the adoption and acceleration of Web3, we are now focused on developing cutting-edge products, addressing accessibility and security challenges, and bridging the gap between people and Web3 technologies.While we go ahead and keep dominating the Web3 world, we would like to HODL you on our team! Join our team of passionate innovators who are breaking barriers and building the future of Web3. Together, we will make the complex simple, the inaccessible accessible, and the impossible possible. Boost your innovation to an ALL TIME HIGH with us!Inside CoinDCX's Customer Success TeamOur Customer Success team is dedicated to ensuring our users get the most out of their CoinDCX experience. We build strong relationships, providing support and guidance to help users achieve their goals in the world of digital finance. If you're passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates.You need to be a HODLer of these

Bachelor's degree in a relevant field such as business administration.
Proven experience as a consultant, preferably in the customer experience management space.
In-depth knowledge of the CRM platforms such as Zendesk, Freshworks, Sprinklr platform, including its features, functionalities, and best practices.
Strong analytical skills with the ability to interpret complex data and derive actionable insights.
Excellent communication and interpersonal skills, with the ability to build rapport and establish strong client relationships.
Well versed with Programme management skills & shall be able to create process flows using new age tools
Strong problem-solving abilities, with a focus on delivering innovative solutions to clients' challenges.
Ability to work independently and manage multiple client engagements simultaneously, while meeting deadlines.
Flexibility and adaptability to thrive in a fast-paced, dynamic environment.
Knowledge of other social media management tools and platforms is a plus.

You will be mining through these tasksCustomer & Product Journey Optimization:

Map, analyze, and continuously improve the app and product journeys for all user personas.
Identify friction points and opportunities for enhancement across digital and offline touchpoints.
Use funnel analysis and behavioral data to streamline onboarding, engagement, and retention.

Data-Driven Insights & Metrics Ownership:

Own and track NPS, AHR, Contact Ratio, and other key CX metrics.
Analyze customer feedback, app usage, and support data to identify trends and root causes of friction.
Deliver actionable insights and regular reports to leadership, driving continuous improvement.

Strategy Development & Execution:

Define and evolve the CX vision and roadmap in alignment with business goals.
Prioritize features and enhancements based on customer needs, feedback, and business impact.
Lead the design and rollout of loyalty programs, CRM initiatives, and service innovations.

Cross-Functional Collaboration:

Partner with product, engineering, design, marketing, and support teams to ensure a unified, customer-centric approach.
Coordinate with external partners and vendors to optimize service processes and technology integrations.

Process Improvement & Innovation:

Lead continuous improvement initiatives, challenging the status quo and implementing new tools, processes, and frameworks.

Are you the one? Our missing block

Bachelor's degree in a relevant field such as business administration.
Proven experience as a consultant, preferably in the customer experience management space.
In-depth knowledge on building product journeys impacting NPS, AHR and Contact ratio
Strong analytical skills with the ability to interpret complex data and derive actionable insights.
Excellent communication and interpersonal skills, with the ability to build rapport and establish strong client relationships.
Well versed with Programme management skills & shall be able to create process flows using new age tools
Strong problem-solving abilities, with a focus on delivering innovative solutions to clients' challenges.
Ability to work independently and manage multiple client engagements simultaneously, while meeting deadlines.
Flexibility and adaptability to thrive in a fast-paced, dynamic environment.

Perks That Empower YouOur benefits are designed to make a lasting impact on your life, giving you the freedom to create a work-life balance that truly suits you.

Design Your Own Benefit: Tailor your perk package to fit your unique needs. Whether you're eyeing a new gadget or welcoming a furry friend into your life, our flexible benefits ensure that you can prioritize what matters most to you.
Unlimited Wellness Leaves: We believe in the power of well-being. Take the time you need to recharge, knowing that your health is our priority. With unlimited wellness leaves, you can return refreshed, ready to build and grow.
Mental Wellness Support: Your mental health is as important as your professional growth. Benefit from access to health experts, free counseling sessions, monthly wellness workshops, and regular team outings, all designed to help you stay balanced and connected.
Bi-Weekly Learning Sessions: These sessions are more than just updates-they're opportunities to fuel your growth. Stay ahead with the latest industry knowledge, sharpen your skills, and accelerate your career in an ever-evolving landscape.

CoinDCX

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