Job openings for Customer Experience Manager in Guwahati

- Define, map and optimise the end‐to‐end customer experience across all touch-points (in-store, online, events, membership clubs) for The Slow Draw’s cigar and salt‐malt offerings.
- Monitor key metrics (e.g., customer satisfaction, Net Promoter Score, repeat purchase rate) and use insights to drive improvements.
- Develop and execute a community strategy: building a loyal, engaged community of cigar connoisseurs and salt‐malt enthusiasts.
- Foster both online (social media, forums, membership platforms) and offline (club events, tastings, brand gatherings) community experiences.
- Curate and produce engaging content (stories of craft, tastings, lifestyle features, behind-the-scenes of production) aligned with the premium brand identity.
- Organise and host community events (tastings, masterclasses, brand partner experiences) to reinforce brand loyalty and connect members with the brand’s ethos.
- Serve as the “voice of the customer/community” internally — capture feedback, sentiment, ideas from the community and share with product, operations, marketing teams.
- Analyse community and customer data (behaviour, preferences, churn, engagement) to identify opportunities for improving product, experience, service or membership.
- Ensure members/customers receive responsive, high-touch service befitting a premium brand: respond to queries, issues, feedback in a timely professional manner.
- Develop and maintain relationships with high-value customers, influencers, brand ambassadors; manage recognition and loyalty programmes to reward them.
- Work closely with sales/retail, product development, operations, marketing teams to ensure community and customer experience initiatives are integrated into overall business strategy.
- Identify and execute strategic brand partnerships or collaborations (e.g., luxury lifestyle brands, premium spirit clubs, cigar lounges) that enhance The Slow Draw’s community offering.
- Manage the community and customer-experience budget: planning events, content initiatives, ambassador programmes, community tools and platforms.
- Maintain documentation of community strategy, campaign outcomes, membership metrics and feedback loops, enabling continuous optimisation.