Customer Experience Manager at New Age Mobile Concepts Limited

We are a fast-growing retail and e-commerce company specializing in mobile accessories including Power banks, EarPods, and Chargers. Delivering innovative, high-quality, and trend-forward products to consumers across multiple channels. We thrive on data to drive customer satisfaction, optimize operations, and stay ahead of industry trends.

We are seeking a highly strategic and experienced  Customer Experience Manager  to oversee all aspects of the Customer Experience team. 

Key Responsibilities:

• Design and implement customer experience strategies that align with business goals and customer expectations.
• Manage day-to-day customer support operations across all platforms (e-commerce, retail, social media, and third-party resellers).
• Monitor and improve customer service metrics such as response time, resolution rate, NPS, and CSAT.
• Develop and train customer service teams to deliver consistent and empathetic service.
• Handle escalated customer issues and ensure timely, effective resolutions.
• Analyze customer feedback, reviews, and surveys to identify trends, pain points, and opportunities for improvement.
• Collaborate with product, sales, logistics, and marketing teams to improve the end-to-end customer journey.
• Oversee returns, exchanges, and warranty claim processes, ensuring fairness and clarity
• Implement CRM and support tools to streamline service operations and case tracking.
• Drive loyalty by enhancing post-purchase engagement and follow-up initiatives.
• Support the launch of new products or services with customer support planning and readiness.
• Provide regular reports on customer experience performance and insights to management.
• Champion a customer-first culture throughout the organization.

Requirements

• Bachelor’s or a Master’s degree (MBA) in  Marketing, Business Communications, or a related field are highly preferred. Professional certification[s] are vital requirements.
• 6+ years’ experience in customer service, experience management, or support operations (preferably in consumer electronics, retail, or e-commerce).
• Strong understanding of customer service metrics, tools, and technologies (e.g., Zendesk, Freshdesk, HubSpot).
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to handle high-pressure situations and turn negative experiences into positive outcomes.
• Passion for tech and consumer products with a customer-obsessed mindset.
• Experience managing and scaling support teams is a plus.