Female - Customer Experience & Customer Manager (full Time)

Lakshmi North East Solutions (LNES)

- 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 (., 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 (., 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.

• Experience

  2 - 4 Years

• No. of Openings

  1

• Education

  B.A, B.C.A, B.B.A, B.Com, M.A, M.C.A, M.B.A/PGDM, M.Com

• Role

  Customer Experience Manager

• Industry Type

  Tobacco / Cigarettes / Biris

• Gender

  Female

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face interview location

  RG Baruah Rd, near AUNTY SHOP, Bhaskar Nagar, Guwahati, Assam 781021.