Manager - NPS

The CoinDCX Journey: Building Tomorrow, Today At CoinDCX, we believe ‘CHANGE STARTS TOGETHER’. You are the driving force that will help us make Web3 accessible to all. In the last six years, we have skyrocketed from being India’s first crypto unicorn to carrying a community of over 125 million with us. To continue maximising the adoption and acceleration of Web3, we are now focused on developing cutting-edge products, addressing accessibility and security challenges, and bridging the gap between people and Web3 technologies.

While we go ahead and keep dominating the Web3 world, we would like to HODL you on our team! Join our team of passionate innovators who are breaking barriers and building the future of Web3. Together, we will make the complex simple, the inaccessible accessible, and the impossible possible. Boost your innovation to an ALL TIME HIGH with us!

Inside CoinDCX’s Customer Success Team Our Customer Success team is dedicated to ensuring our users get the most out of their CoinDCX experience. We build strong relationships, providing support and guidance to help users achieve their goals in the world of digital finance. If you’re passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates.

We're looking for a strategic and results-oriented Manager - NPS to lead our customer experience initiatives. This individual will be a key driver in defining and executing our NPS strategy, translating customer feedback into tangible business improvements, and collaborating with cross-functional teams to deliver a world-class customer experience

You need to be a HODLer of these

• Experience: 4–8 years of overall experience. Minimum 5 years of direct experience owning and driving large-scale NPS programs. Background in consulting, category management, customer experience, or process excellence preferred.
• Strategic & Analytical Acumen: A strategic thinker with a proven ability to translate complex VOC data into clear business actions. You should have a strong understanding of NPS and other VOC methodologies.
• Customer-Centric Mindset: Hands-on experience in managing and optimizing critical customer lifecycle touchpoints.
• Education: B.Tech or MBA from a Tier-1 institution in India.
• Skills: Excellent communication, stakeholder management, and analytical skills.

You will be mining through these tasks

• Elevate the NPS Strategy: Own and drive the end-to-end NPS metric and strategy across all brands. Define and execute long-term roadmaps to proactively improve customer satisfaction and loyalty.
• Translate Insights into Action: Lead deep-dive analyses of Voice of Customer (VOC) data, including NPS and other feedback channels, to identify, quantify, and prioritize key customer pain points. Translate complex data into clear, actionable business recommendations.
• Drive Cross-Functional Alignment: Partner with senior leaders across Growth, Operations, Product, Technology, Revenue, and Compliance to align on priorities and drive the resolution of systemic issues impacting customer experience.
• Lead Customer Journey Optimisation: Champion initiatives to improve the end-to-end customer journey, focusing on reducing friction, optimizing communication, and minimizing customer effort at every touchpoint.
• Lead Process & Program Management: Build, execute, and rigorously track monthly and quarterly NPS improvement roadmaps. Lead complex process improvement initiatives, balancing the critical guardrails of Cost, Quality, Speed, Reliability, and Experience.
• Influence & Report: Serve as the primary voice of the customer, influencing key stakeholders and presenting progress, insights, and strategic recommendations to senior leadership.

Are you the one? Our missing block

• You are knowledge-hungry when it comes to VDA and Web3, always eager to dive deeper and stay ahead in this evolving space.
• The world of Web3 and VDA excites you, fuelling your curiosity and driving you to explore new opportunities within this dynamic landscape.
• You act like an owner, constantly striving for excellence, impact, and tangible results in everything you do.
• You embrace a ‘We over Me’ mindset, growing individually while fostering the growth of those around you.
• Change is your catalyst, igniting your passion to build and innovate.
• You think outside the box, unbound by limitations or doubt, always pushing the boundaries of what’s possible.

Perks That Empower You Our benefits are designed to make a lasting impact on your life, giving you the freedom to create a work-life balance that truly suits you.

• Design Your Own Benefit: Tailor your perk package to fit your unique needs. Whether you’re eyeing a new gadget or welcoming a furry friend into your life, our flexible benefits ensure that you can prioritise what matters most to you.
• Unlimited Wellness Leaves: We believe in the power of well-being. Take the time you need to recharge, knowing that your health is our priority. With unlimited wellness leaves, you can return refreshed, ready to build and grow.
• Mental Wellness Support: Your mental health is as important as your professional growth. Benefit from access to health experts, free counseling sessions, monthly wellness workshops, and regular team outings, all designed to help you stay balanced and connected.
• Bi-Weekly Learning Sessions: These sessions are more than just updates—they’re opportunities to fuel your growth. Stay ahead with the latest industry knowledge, sharpen your skills, and accelerate your career in an ever-evolving landscape.