Business Manager - CX Strategy

Role: Business Manager - CX Strategy

About the Role:

The customer's journey with Traya is a sequence of dozens of touchpoints — calls, WhatsApp, app, email, offline stores — each one either building trust or eroding it. This role exists to own that end-to-end experience: to make every touchpoint sharper, identify where it's leaking, and drive fixes through the tech team via our CRM.

You will sit at the centre of Traya's CX function and act as the connective tissue between hair coaches, doctors, QA, product, and tech. You will define what "good" looks like at each touchpoint, prioritise what to fix, and ship.

Key Responsibilities:

Customer Touchpoint Ownership

• Own the full map of customer touchpoints across the lifecycle — onboarding calls, follow-ups, doctor consults, WABA flows, app notifications, NPS surveys, and offline store interactions.
• Define the purpose, success metric, and quality bar for each touchpoint. If a touchpoint cannot justify its existence, kill it.
• Continuously audit the live experience through call listening, journey shadowing, and customer interviews — not dashboards alone.

CX Cross-Functional Alignment

• Act as the single point of alignment across Hair Coach Ops, Doctor Ops, QA, Retention, and Offline CX. Ensure every team is operating from the same customer journey blueprint.
• Run a tight operating cadence — CX reviews, RCA syncs, and roadmap planning — so that gaps surfaced in one function get addressed across all.

CRM as the Primary Lever

• Own the CX roadmap on the CRM — the platform through which every coach, doctor, and QA reviewer experiences the customer.
• Translate journey gaps into CRM requirements: agent UI changes, automations, smarter prompts, workflow simplifications.
• Partner with the tech team to write tight PRDs, prioritise the backlog, run UAT, and ship — with clear pre/post measurement on every release.

Project Prioritisation & Impact

• Maintain a single, ranked CX project list, scored on customer impact, business impact, and effort. No initiative starts without a clear hypothesis and a defined success metric.
• Drive end-to-end delivery — from problem framing through engineering handoff, rollout, and post-launch measurement.

What We Are Looking For

Must-Have:

• 2–4 years of relevant experience (B.Tech / equivalent from a premium institute) OR 1–2 years (B.Tech + MBA from premium institutes).
• Experience in customer experience, CX operations, product, or strategy roles in a consumer business.
• Strong PM instincts: can write a sharp PRD, prioritise ruthlessly, and work directly with engineering.
• First-principles problem solver who can take an ambiguous "the experience feels off" signal and decompose it into structured fixes.
• High agency, low ego, operates without hand-holding.

Strong Preference For:

• D2C, health, or subscription businesses where adherence and retention are the core economic engine.
• Hands-on experience with CRMs (LeadSquared, Salesforce, HubSpot, or custom) — not just as a user, but as someone who has shaped them.
• Exposure to call centre operations, QA frameworks, or WABA / conversational flow design.