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cx strategy manager

Licious

<div>
 
 
 Role Overview
 
 
 
 As the
 
 CX Strategy Manager,
 
 you will be the bridge between our customers and the business. You will work with stakeholders across tech, product, category, revenue, supply chain, last mile delivery and contact centre to translate what the customer wants and needs, as well key pain points the customer faces, into clear, operating roadmaps for each team. You will partner with these teams to structurally solve through deep design. You will hold the org accountable on actual CX delivery, through driving rigour on customer-facing operating metrics. It&rsquo;s a strategy and design role with deep operational exposure.
 
 
 
 
 
 
 What makes the role meaty?
 
 
 <ul>
 <li>
 Drive ops-heavy design thinking: Convert customer pain points into structured problem statements, prototype solutions, and pilot quickly.
 </li>
 <li>
 Identify root causes of negative CX trends using contact center and platform data; lead zero-defect and effort-reduction initiatives.
 </li>
 <li>
 Translate strategic CX priorities into actionable process, policy, and tech solutions across the organization.
 </li>
 <li>
 Build and lead the CX strategy roadmap across contact points&mdash;voice, chat, app, social, and offline experience nodes.
 </li>
 <li>
 Partner with tech/product to design systemic solutions that reduce escalations and increase first-touch resolution.
 </li>
 <li>
 Manage executive-level stakeholder alignment on customer-centric initiatives&mdash;owning CX charters in quarterly business planning.
 </li>
 </ul>
 
 
 
 
 
 We hope that you..
 
 
 <ul>
 <li>
 Engineering or MBA from a Tier-1 institute (IITs, IIMs, ISB.)
 </li>
 <li>
 2&ndash;3 years of experience in operations strategy / design, CX design / operations.
 </li>
 <li>
 Experience working in or with high-volume, distributed operations environments (e.g., ecomm, quick comm, food tech, omni-channel D2C brands).
 </li>
 <li>
 Strong design thinking orientation&mdash;comfortable breaking complex journeys into system-level flows.
 </li>
 <li>
 Strong analytical mindset&mdash;comfortable working with operations data, root cause trees, and business impact sizing.
 </li>
 <li>
 Experience in startups in B2C, e-commerce, logistics, or food tech with prior experience in Ops Design, Service Design, or CX innovation roles is good to have.
 </li>
 </ul>
 
 
 
 
 
 Why This Role is Exciting
 
 
 <ul>
 <li>
 Create and lead customer-first experiences in one of India&rsquo;s fastest-growing consumer brands.
 </li>
 <li>
 Operate at the intersection of strategy, design, and execution&mdash;not just advisory.
 </li>
 <li>
 Be part of a team that truly believes customer experience is a business differentiator, not a support function.
 </li>
 </ul>
</div>

CX Strategy Manager

<div>
 
 At Licious, we are reimagining how India experiences meat and seafood. We&rsquo;re building a category-defining D2C brand that thrives on consumer obsession, operational excellence, and high-velocity decision-making. As we scale, we&rsquo;re looking for a
 
 Leader of CX Design &amp; Strategy
 
 to design and deliver delightful experiences across all customer touch points - in app, at delivery, at our physical stores - ones that are not only empathetic but operationally executable in a complex, high-volume environment. Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on&hellip;
 
 
 
 
 
 
 Role Overview
 
 
 
 As the
 
 Leader of CX Design &amp; Strategy
 
 , you will be the bridge between our customers and the business. You will work with stakeholders across tech, product, category, revenue, supply chain, last mile delivery and contact centre to translate what the customer wants and needs, as well key pain points the customer faces, into clear, operating roadmaps for each team. You will partner with these teams to structurally solve through deep design. You will hold the org accountable on actual CX delivery, through driving rigour on customer-facing operating metrics. It&rsquo;s a strategy and design leadership role with deep operational exposure.
 
 
 
 
 
 
 What makes the role meaty?
 
 
 
 ● Create and lead customer-first experiences in one of India&rsquo;s fastest-growing consumer
 
 
 brands.
 
 
 ● Operate at the intersection of strategy, design, and execution&mdash;not just advisory.
 
 
 ● Partner with cross-functional teams (Product, Tech, Operations, Supply Chain, and
 
 
 Category) to define and prioritize customer journeys and service interventions.
 
 
 ● Build and lead the CX strategy roadmap across contact points&mdash;voice, chat, app, social,
 
 
 and offline experience nodes.
 
 
 ● Drive ops-heavy design thinking: Convert customer pain points into structured problem
 
 
 statements, prototype solutions, and pilot quickly.
 
 
 ● Identify root causes of negative CX trends using contact center and platform data; lead
 
 
 zero-defect and effort-reduction initiatives.
 
 
 ● Partner with tech/product to design systemic solutions that reduce escalations and
 
 
 increase first-touch resolution.
 
 
 ● Manage executive-level stakeholder alignment on customer-centric initiatives&mdash;owning CX
 
 
 charters in quarterly business planning.
 
 
 ● Translate strategic CX priorities into actionable process, policy, and tech solutions
 
 
 across the organization.
 
 
 
 
 
 
 We hope that you..
 
 
 
 ● Experience in B2C, e-commerce, logistics, or food tech environments.
 
 
 ● Background in Ops Design, Service Design, or CX innovation roles.
 
 
 ● 2-3 experience in a top consulting company is big plus
 
 
 ● MBA from a Tier-1 institute (IIMs, ISB.) &ndash; mandatory
 
 
 ● 5&ndash;6 years of experience in strategy, operations strategy / design, CX design / strategy
 
 
 ● Experience working in or with high-volume, distributed operations environments
 
 
 (e.g., ecomm, quick comm, food tech, omni-channel D2C brands).
 
 
 ● Strong design thinking orientation&mdash;comfortable breaking complex journeys into
 
 
 system-level flows.
 
 
 ● Proven ability to influence cross-functional stakeholders and drive change through
 
 
 narrative and data.
 
 
 ● Strong analytical mindset&mdash;comfortable working with operations data, root cause trees, and
 
 
 business impact sizing.
 
 
 
</div>

Leader of Customer Experience

Cleartrip

<div>
 
 
 About Us :
 
 
 
 About Cleartrip Launched in July 2006, Cleartrip Pvt Ltd., a Flipkart company, has emerged as India&rsquo;s fastest-growing online travel technology company. In April 2021, Flipkart acquired 100% of Cleartrip&rsquo;s shareholding. Cleartrip recently emerged as the no. 2 OTA player as per a recent study by VIDEC. With an aggressive plan to emerge as a leading innovator in the industry, Cleartrip is on its way to building a differentiated value proposition for its customers looking for end-to-end travel solutions. With industry-first offerings such as &lsquo;CT Flexmax, CT Flex, and CT Upgrade&rsquo;, Cleartrip has a clear vision to disrupt the OTA segment. Combining intuitive products with a customer-centric approach and a wide selection of flights and hotels, Cleartrip brings a unique selling point to the market, offering its customers convenience, choice, competitive prices, and
 
 
 premium content.
 
 
 
 
 
 
 About the Role :
 
 
 
 We are seeking a dynamic and experienced Customer Experience Manager to lead the Hotel CX vertical at our call center. This role demands a deep understanding of the OTA space, strong vendor and team management capabilities, and a sharp focus on delivering superior customer outcomes. The ideal candidate will bring in operational rigor, be well-spoken, and thrive in a high-growth, high-performance environment.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 
 
 Team Management:
 
 
 Lead and manage a team of customer service agents focused on hotel-related queries, complaints, and escalations. Drive daily performance metrics: TAT, FCR, CSAT, and VOC closure.
 
 
 
 
 
 Customer Advocacy:
 
 
 Be the voice of the customer &mdash; identifying trends, pain points, and areas for improvement in the hotel booking journey. Own and resolve high-priority escalations, ensuring closure with empathy and clarity.
 
 
 
 
 
 Vendor/Partner Management:
 
 
 Manage external call center vendors &mdash; including governance, reviews, performance scorecards, and calibration. Align with vendor training, QA, and workforce planning teams to maintain consistent service quality.
 
 
 
 
 
 Process Excellence:
 
 
 Drive SOP adherence, audit readiness, and compliance across the hotel support vertical.
 
 
 Collaborate with internal product, operations, and finance teams to close loops and streamline customer journeys.
 
 
 
 
 
 CX Initiatives &amp; Insights:
 
 
 Launch CX improvement projects with measurable impact.
 
 
 Generate weekly/monthly insights for stakeholders; present data-backed recommendations.
 
 
 
 
 
 
 To succeed in this role &ndash; you should have the following
 
 
 
 - 8&ndash;10 years of experience in Customer Experience / Customer Support roles, preferably in OTAs or travel-tech firms
 
 
 - Hands-on experience managing hotel-related support in a B2C setup
 
 
 - Prior experience in managing call center vendors / BPOs
 
 
 - Excellent communication skills &mdash; both verbal and written
 
 
 - Strong analytical and problem-solving skills
 
 
 - Ability to manage stakeholders across levels and functions
 
 
 - Comfortable working in a fast-paced, data-driven environment
 
 
 - Experience in CRM tools like Freshdesk, Salesforce, or Zendesk
 
 
 - Exposure to speech/text analytics tools
 
 
 - Familiarity with hotel partner operations or contracting processes
 
 
 
</div>

Senior Manager Customer Operations (Emerging Hotel)

<div>
 
 
 Have you got an awesome appetite for ?
 
 
 
 
 
 
 
 I. Operational Leadership:
 
 
 
 ● Oversee day-to-day operations of multiple Last Mile Hubs in Mumbai, ensuring smooth and efficient order processing, fulfillment, and delivery.
 
 
 ● Develop and implement operational strategies to optimize performance, reduce costs, and improve service levels.
 
 
 ● Monitor key performance indicators (KPIs) and take corrective actions to address any deviations.
 
 
 
 
 
 
 II. Team Management:
 
 
 
 ● Lead, mentor, and manage a large team of hub managers, delivery executives, and support staff.
 
 
 ● Conduct regular performance reviews, provide feedback, and identify training needs.
 
 
 ● Foster a positive and collaborative work environment that encourages teamwork and high performance.
 
 
 
 
 
 
 III. Customer Experience (CX) Focus:
 
 
 
 ● Ensure a customer-centric approach in all operational activities.
 
 
 ● Analyze customer feedback and data to identify areas for improvement and implement changes to enhance CX.
 
 
 ● Resolve customer escalations and issues promptly and effectively.
 
 
 
 
 
 
 IV. SLA and Service Standard Adherence:
 
 
 
 ● Ensure strict adherence to Service Level Agreements (SLAs) and service standards.
 
 
 ● Monitor delivery times, order accuracy, and other relevant metrics to ensure targets are met.
 
 
 ● Develop and implement processes to improve SLA performance and service quality.
 
 
 
 
 
 
 V. Business Acumen:
 
 
 
 ● Understand and analyze business metrics, including costs, revenue, and profitability.
 
 
 ● Identify opportunities for cost optimization and efficiency improvements.
 
 
 ● Stay updated with industry trends and best practices in e-commerce, D2C, Q-commerce, and food aggregators.
 
 
 
 
 
 
 VI. Process Improvement:
 
 
 
 ● Identify and implement process improvements to streamline operations, reduce waste, and increase efficiency.
 
 
 ● Utilize data analysis and problem-solving skills to identify bottlenecks and implement solutions.
 
 
 
 
 
 
 VII. Stakeholder Management:
 
 
 
 ● Collaborate with other departments, including supply chain, technology, and customer support, to ensure seamless operations.
 
 
 ● Build and maintain strong relationships with vendors, partners, and other stakeholders
 
 
 
 
 
 
 We hope that you..
 
 
 
 
 
 
 ● Have bachelor&rsquo;s degree in Business Administration, Operations Management, or a related field. MBA is preferred.
 
 
 ● Have minimum of 3+ years of experience in operations management, with a focus on last-mile delivery or e-commerce logistics.
 
 
 ● Have proven experience in leading and managing large teams.
 
 
 ● Have strong understanding of e-commerce, D2C, Q-commerce, and food aggregator business models.
 
 
 ● Have strong customer orientation and understanding of CX principles.
 
 
 ● Have proficiency in using technology and data analysis tools.
 
</div>

City Operations Manager

Weekday AI (YC W21)

<div>
 
 This role is for one of the Weekday's clients
 
 
 
 
 Salary range: Rs 1500000 - Rs 2000000 (ie INR 15-20 LPA)
 
 
 
 Min Experience: 1 years
 
 
 Location: Bengaluru
 
 
 JobType: full-time
 
 
 We're seeking a first-principles product thinker who deeply understands user journeys and is passionate about elevating the
 
 post-purchase customer experience
 
 through technology. You should have a strong grasp of customer behavior, CX, and operational excellence, with prior experience in
 
 B2C e-commerce environments
 
 .
 
 
 
 Requirements
 
 
 
 You'll be a great fit if you are:
 
 
 <ul>
 <li>
 A pet parent who brings empathy and firsthand understanding of pet care needs.
 </li>
 <li>
 Passionate about building intuitive, high-impact, user-facing services.
 </li>
 <li>
 Comfortable in environments that require high ownership, collaboration, and cross-functional alignment.
 </li>
 <li>
 A collaborative leader and strong advocate for the customer, capable of uniting teams around shared goals.
 </li>
 <li>
 Data-savvy, with the ability to define metrics, analyze user behavior, design experiments, and iterate quickly.
 </li>
 <li>
 Experienced with 2-3 years in product management, ideally within e-commerce or retail technology.
 
 
 </li>
 </ul>
 
 
 Why You'll Love This Role
 
 
 
 
 <ul>
 <li>
 Pet-Centric Culture: Your empathy as a pet parent is valued and celebrated&mdash;it's a core requirement.
 </li>
 <li>
 Shape a Growing Industry: Contribute to a rapidly expanding 25% CAGR pet care market, backed by strong industry momentum.
 </li>
 <li>
 Impact That Matters: Improve post-purchase experiences, streamline query resolution, and empower customer support teams&mdash;creating meaningful outcomes for pet families.
 
 
 </li>
 </ul>
 
 Skills &amp; Expertise
 
 
 
 <ul>
 <li>
 Product Management
 </li>
 <li>
 Customer Experience (CX)
 </li>
 <li>
 E-commerce / Retail Tech
 </li>
 <li>
 Data-Driven Problem Solving
 </li>
 <li>
 Cross-Functional Collaboration
 </li>
 </ul>
</div>

Product Manager - Customer Experience

Think Design Collaborative

<div>
 
 We are looking for a highly creative and talented Motion Graphics Designer to join our team. As a Motion Graphics Designer, you will be responsible for creating engaging and eye-catching animations, videos, and visual effects that will bring our projects to life. You will work closely with our design and marketing teams to produce captivating motion graphics that align with our brand.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Create compelling motion graphics, animations, and visual effects for various projects
 </li>
 <li>
 Collaborate with our design and marketing teams to understand project requirements and deliver outstanding results
 </li>
 <li>
 Storyboard and conceptualize ideas to ensure the overall visual flow and narrative
 </li>
 <li>
 Edit and enhance videos with motion graphics elements
 </li>
 <li>
 Stay up-to-date with industry trends and techniques in motion graphics
 </li>
 <li>
 Work with cross-functional teams to ensure seamless integration of motion graphics into projects
 </li>
 <li>
 Maintain project files and organize assets for easy retrieval
 </li>
 </ul>
 
 
 
 
 
 Qualifications And Skills
 
 
 <ul>
 <li>
 A minimum experience of 4 years as a Motion Designer or similar
 </li>
 <li>
 Proficient in graphic design software, such as Adobe After Effects and Adobe Illustrator
 </li>
 <li>
 Strong understanding of animation techniques and principles
 </li>
 <li>
 Experience in video editing
 </li>
 <li>
 Creative problem-solving skills
 </li>
 <li>
 Eagerness to learn and explore new techniques
 </li>
 <li>
 Excellent communication and teamwork skills
 </li>
 <li>
 Attention to detail and ability to meet deadlines
 </li>
 <li>
 Adobe after effects software proficiency
 </li>
 </ul>
 
 
 
 
 
 Desired Skills and Experience
 
 
 
 Graphic Design Skills, 3D Modelling, Animation Techniques, Video Editing Skills, Creative Problem-Solving, Eagerness to Learn, Motion Graphics Software Proficiency
 
 
 
 
 
 
 What Think Design is Offering:
 
 
 
 &bull; Constant learning within the existing mature Design &amp; Development practice at Think Design.
 
 
 &bull; The Opportunity &amp; Support to be the best you can be.
 
 
 &bull; Growth as part of an exciting growing Design Company.
 
 
 
 
 
 
 
 
 
 About Think Design:
 
 
 
 Think Design is an Award winning UX Strategy firm with expertise in User Research, Data, UI UX Design and CX. Since 2004, we have been powering mission critical initiatives of some of the world&rsquo;s most renowned organizations and brands, transforming businesses across industries and impacting millions of users through our outcomes. Think Design was founded by 3 Designers from NID, Ahmedabad, with a motivation to change the design landscape in India. Today, Think Design is part of Havas Group, one of the world&rsquo;s largest Media &amp; Communications groups with presence in 100+ countries. To know more about us, please visit
 
 https://think.design/
 
 
</div>

Motion Graphic Designer

Delhivery

<div>
 
 
 
 Urgent Opening for NBD - KAM- Bangalore/ Mumbai
 
 
 
 
 
 
 
 
 
 
 
 Roles &amp; Responsibilities
 
 
 
 
 
 
 
 
 
 &middot; Sell Logistics services to D2C/Brand enterprises - Responsible for Account Management, New Business Development (NBD), revenue, and profitability
 
 
 &middot; Build bespoke solutions and pricing
 
 
 &middot; Coordinate with internal and external tech stakeholders to improve the current tech product capability
 
 
 &middot; Manage and grow existing clients
 
 
 &middot; Nurturing client relationships, building Positive client experience, maintaining strong client relationships, retaining the business, and identifying growth opportunities
 
 
 &middot; Conducting business reviews with clients and focusing on service delivery experiences.
 
 
 &middot; Escalating and resolving areas of concern as raised by the client
 
 
 &middot; Monitoring performance against service level agreements and flagging potential issues for timely resoluti
 
 on
 
 
 
 
 Skills
 
 
 
 &middot; Strong in Program Management and data analytics. Advanced Excel and SQL are mandatory&middot; Preferred to have knowledge of the e-commerce Industry
 
 
 &middot; 2-3 Years of experience in Client Relationship Management and CX analytics
 
 
 &middot; Strong Interpersonal Skills
 
 
 &middot; Proactive and self-driven with a great sense of ownership
 
 
 &middot; Strong problem-solving and prioritization skills with an eye for details
 
 
 &middot; Good at negotiation and persuasion.
 
</div>

Key Account Sales Manager

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