Customer Experience Manager

We''re looking for a Customer Experience Manager to lead our CX team, champion the voice of our customers, and ensure every interaction reflects the warmth and quality of the GAIL''s brand. ABOUT THE ROLE Team Management and Development Lead, coach and develop the Customer Service team to deliver outstanding service. Provide training and support to ensure the team thrives. Conduct regular 1:1s with all direct reports. Foster a positive, collaborative, and high-performing team culture. Role model GAIL''s SHINE behaviours in everything you do. Customer Service Excellence Support customers across all contact channels within company and regulatory SLAs. Handle and resolve serious complaints calmly and empathetically, avoiding escalation where possible. Ensure customer feedback is captured, tracked and acted on, driving meaningful improvements. Manage the customer service goodwill budget. Insights and Continuous Improvement Analyse customer feedback, reviews, surveys, and service data to identify trends and improvement opportunities. Champion the voice of the customer across GAIL''s, partnering cross-functionally to drive positive change. Lead or support Customer Experience projects as required. Quality Assurance and Brand Standards Ensure all customer-facing communication reflects our brand standards. Take ownership of CX team Quality Assurance, ensuring KPIs, SLAs and CSAT reflect high performance. Regularly review team processes, documentation and systems to drive ongoing ..... full job details .....