Exceptional customer experiences don’t happen by chance—they are built through strong leadership, engaged teams, and a deep understanding of people. Few professionals understand this better than Sonia Tamrakar, whose career spans more than two decades across luxury hospitality, enterprise account management, and retail leadership.
From leading customer experience initiatives for globally recognized brands to pursuing doctoral research on the connection between employee recognition and customer satisfaction, Sonia has consistently championed a people-first approach to business success. In this exclusive interview, she reflects on her professional journey, leadership philosophy, the evolving landscape of customer experience, and the lessons that continue to shape her career.
Building a Career in Customer Experience
We were interested in learning about Sonia’s professional journey, so we asked her to briefly introduce herself and share the experiences that shaped her career.
Sonia Tamrakar: I am a Customer Experience and Customer Success leader with over 20 years of experience across luxury hospitality, enterprise account management, and retail in both India and the United States. My career began at Taj Hotels, followed by nearly eight years with Marriott International, where I served on the pre-opening core team for the JW Marriott Sahar, Mumbai. I later moved into enterprise account management at G4S Secure Solutions, managing a $17 million portfolio for clients such as Bank of America, GE, and GSK. Since relocating to the U.S., I have held leadership roles at Macy’s and currently serve as the Assistant Store Director for Customer Experience at Saks Off Fifth. My core philosophy remains that exceptional customer experience starts with how we treat the people delivering it.
Brandon Wong’s Vision for Player Development and Mentorship
Looking Ahead with Purpose
With an impressive career spanning hospitality, luxury retail, and customer experience, we asked Sonia about the goals that continue to drive her professional journey.
Sonia: I am currently completing my Doctorate in Business Administration at National Louis University, focusing on the link between employee recognition and customer satisfaction. My goal is to leverage my research and two decades of experience to shape CX strategy at an organizational level while continuing to teach and publish. I aim to help leaders close the “perception gap” between management-designed recognition programs and the actual frontline employee experience.
Growing as a Customer Experience Leader
Given Sonia’s extensive experience in customer experience leadership, we were curious to know what continues to inspire her growth in this dynamic field.
Sonia Tamrakar: I am driven by the direct correlation between employee value and customer satisfaction, a connection that inspired my doctoral research. Having been the first woman to serve as College President at my undergraduate institution, I learned early on that growth is earned through deliberate effort. This mindset continues to motivate me to evolve as a leader.
Creating a Culture of Excellence
Building and leading high-performing teams is central to Sonia’s career, so we asked her how she inspires her teams to consistently deliver exceptional customer experiences.
Sonia Tamrakar: I focus on authentic recognition rather than just metrics. At Saks Off Fifth, this approach helped reduce customer complaints by 55%, achieved a 97% NPS, and maintained 89% employee engagement. Similarly, at Macy’s, targeted recognition increased engagement by 45%. Outstanding service comes from clear standards and making employees feel genuinely seen.
The Purpose-Driven Journey of Aarthi Ravichandran
Navigating Challenges with Confidence
Every successful career comes with its share of challenges. We asked Sonia to reflect on one of the biggest obstacles she has faced and how she overcame it.
Sonia Tamrakar: Transitioning from managing a massive enterprise portfolio at G4S to U.S. retail was a significant reset. I overcame this by applying the fundamental principles of relationship intelligence—understanding value and proactive communication—which remain consistent whether you are serving a luxury hotel guest or a global corporate client.
What’s Next for Customer Experience?
As customer expectations continue to evolve, we asked Sonia which trends she believes will shape the future of customer experience.
Sonia Tamrakar: The most critical trend is the convergence of customer experience (CX) and employee experience (EX). Organizations are realizing that sustainable CX requires an engaged frontline. Additionally, CX is moving away from being a siloed department to becoming a company-wide responsibility.
Guidance for the Next Generation
Drawing from her diverse experience across hospitality, retail, and customer experience leadership, we asked Sonia what advice she would offer to professionals looking to build a successful career in the industry.
Sonia Tamrakar: Recognize that your skills are highly transferable; the principles of building trust and understanding people apply across all industries. I also encourage professionals to invest in continuous learning; pursuing my DBA has refined my ability to solve complex operational problems with a more strategic lens.
