The Associate Process Manager will manage analytics projects related to customer feedback and digital channels, providing insights to enhance customer experience through data analysis and collaboration.
The Associate Process Manager will be responsible for managing and delivering end-to-end analytics and insights projects related to customer feedback, digital channels, and brand sentiment. The role requires strong expertise in analyzing customer interactions across multiple touchpoints (social media, web/app analytics, surveys, reviews, NPS) and converting them into actionable insights.
The candidate will collaborate with cross-functional teams, manage stakeholders, and drive continuous improvement initiatives to enhance customer experience.
ResponsibilitiesKey Responsibilities
- Lead Voice of Consumer (VoC) programs including surveys, reviews, and feedback analysis
- Design, manage, and analyze Net Promoter Score (NPS), CSAT, CES programs across customer touchpoints
- Perform social media listening and sentiment analysis across platforms (Twitter/X, Instagram, Facebook, forums, etc.)
- Analyze web and app performance metrics using tools like Adobe Analytics, Google Analytics, Amplitude etc.
- Analyze data from offline touchpoints and other physical customer interaction channels to generate actionable insights on customer experience and business performance.
- Identify customer journeys, drop-offs, and behavioral patterns across digital touchpoints
- Identify key customer pain points, trends, and emerging issues through data
- Build dashboards and reports using Power BI, Tableau, or similar visualization tools
- Translate data into actionable insights, compelling narratives, and strategic recommendations (data storytelling)
- Collaborate with digital, marketing, product, and CX teams to drive improvements
- Manage client communication and ensure timely delivery of insights and reports
- Drive closed-loop feedback mechanisms and continuous improvement initiatives
- Drive process improvements, automation, and standardization in analytics workflows
- Mentor analysts and ensure quality of deliverables
- Bachelor’s/Master’s degree in Business, Analytics, Marketing, or related field
- 3–6 years of experience in customer analytics, digital analytics, VoC, or CX programs
- Hands-on experience with VoC/NPS tools such as Qualtrics, Medallia, Sprinklr, or similar platforms
- Strong understanding of NPS, CSAT, CES frameworks and closed-loop feedback systems
- Experience on social media listening and sentiment analysis tools like Hootsuite/Talkwalker, Sprout Social, Brandwatch or Brand24
- Hands-on experience with web & app analytics tools (Adobe Analytics, Google Analytics, Amplitude, etc.)
- Hands-on experience on data visualization tools such as Power BI or Tableau
- Advanced proficiency in MS Excel and MS PowerPoint
- Strong ability to analyze data and translate numbers into impactful stories and business recommendations (data storytelling)
- Strong analytical and problem-solving skills with attention to detail
- Excellent communication and stakeholder management skills
- Ability to work with large datasets and derive meaningful insights
- Experience working with global clients or cross-functional teams
eClerx LLC Mumbai, Maharashtra, IND Office
Express Towers, 4th Floor, Ramnath Goenka Marg, Nariman Point, Mumbai, Maharashtra, India, 400021
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