Customer Experience & Retention Executive Job in Bangalore at Snitch

Snitch is hiring for the role of Customer Experience & Retention Executive!

Responsibilities of the Candidate:

• Track and analyze NPS (Net Promoter Score) trends to understand customer sentiment and identify improvement areas.
• Analyze negative NPS feedback, share insights with relevant stakeholders, and drive timely follow-up actions.
• Escalate negative reviews and complaints to Store and Ops Managers for immediate resolution.
• Monitor and track recurring feedback to identify service or process gaps and initiate improvement plans.
• Review support dashboards regularly to flag key issues and track team performance.
• Follow up with customers post-resolution to ensure satisfaction and confirm issue closure.
• Document customer escalations and resolutions clearly to maintain transparency and accountability.
• Monitor store-level performance, especially focusing on stores improving from low Google ratings.
• Support win-back strategies and churn management by identifying at-risk customers and initiating outreach.
• Collaborate with the Marketing team on referral, loyalty, and retention campaigns.
• Coordinate with cross-functional teams (Customer Support, RMS, Logistics) to close feedback loops and optimize the customer journey.

Requirements:

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 1–3 years of experience in customer experience, retention, or review management.
• Familiarity with NPS tools like Delighted, SurveyMonkey, or in-house feedback systems is a plus.
• Prior experience in e-commerce or D2C consumer brands preferred.
• Strong understanding of customer journey mapping and feedback management.
• Excellent communication skills — written and verbal.
• Analytical mindset with working knowledge of Excel or Google Sheets and reporting dashboards.
• Customer-first mindset with empathy and active listening skills.
• Proficiency in managing customer reviews across multiple platforms (Google, website, app, etc.).
• Detail-oriented and organized with the ability to track and follow up on multiple escalations.