We are looking for a self-motivated individual to take on the role of Manager, Global Customer Experience in our Mumbai office responsible for enhancing Global Customer Experience by driving continuous improvement across all customer touchpoints and optimizing Customer Service and Documentation processes for greater efficiency, consistency, and customer satisfaction.
This role requires the incumbent to systematically analyze feedback from internal stakeholders and customers, along with performance data, to identify pain points, implement process improvements, and drive system enhancements that streamline customer experience operations and improve customer outcomes.
The position collaborates cross-functionally to optimize service delivery, standardize best practices, and promote a culture of customer-centric innovation that strengthens loyalty, efficiency, and overall service quality.
Responsibilities:
- CX Performance Management in the Agencies
- Reporting and Insights
- CX Training and Capability Building
- Driving Process Improvements
- Partner with IT for system enhancements where applicable
- Mapping and Documentation of Processes
- Governance and Compliance of the Processes
- Cross functional Collaboration and Stakeholder Management
- Focus on adoption of digital tools, automation, and self-service solutions
- Driving Improvement in Customer Journeys through process and system improvements.
Requirements:
- Bachelor / master’s degree
- Minimum 10 years’ experience in Customer Experience/ Process Excellence in Shipping / Logistics
- Lean or Six Sigma Green Belt or Black Belt certification will be a plus.
- Strong analytical and communication skills
- Proactive, result -oriented and ready to challenge the “as-is”. Extreme Process Improvement mindset
- Ability to lead through others
- Strong collaborative skills and ability to work with senior stakeholders
- Digitally savvy with practical knowledge of digital and automation tools used in the shipping and logistics industry.
- Strong IT Proficiency including advanced use of Microsoft Office suite, (Excel, PowerPoint, Word, SharePoint Online, Visio, Power BI)
- Fluency in English, written and spoken
- Knowledge of shipping services/ products, terms, and practices
- Experience with performance management frameworks
Interested parties, please forward your full resume to career.india@emiratesline.com