Manager – Customer Experience

Purplle · Mumbai, IN

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1. Customer Experience Strategy & Economics ● Build and own the CX scorecard beyond NPS: OTIF (on-time-in-full), CPKO, resolution speed, escalation rate, repeat-purchase behavior by customer tier — and tie every one of them to a revenue or retention number leadership can act on. ● Quantify the cost and reorder impact of every major CX failure mode (damaged/missing items, delivery issues, refund delays) and use it to prioritize fixes by rupee impact, not by ticket volume. ●...