Senior Marketing Manager, Customer Experience

Job Summary:

Responsible for designing, leading, and executing customer experience strategies across all touchpoints—online, offline, and hybrid channels. This role ensures that every interaction delivers consistent excellence, drives loyalty, and strengthens brand advocacy. The manager will lead the Customer Care team, champion Customer Service Excellence, and oversee the execution of customer experience programs, working closely with cross-functional teams to elevate the end-to-end customer journey.

Qualifications & Experience:

• Bachelor's degree in Business, Marketing, Communications, or related field (Master's preferred).
• 8+ years of experience in Customer Experience, Customer Service, or related fields, preferably in retail, e-commerce, or consumer services.
• Strong leadership skills with proven experience managing large teams across multiple channels.
• Expertise in customer journey mapping, service excellence frameworks, and contact center management.
• Data-driven mindset with experience using CX tools, CRM systems, and analytics platforms.
• Excellent communication, problem-solving, and stakeholder management skills.