About the role
- Lead, mentor, and manage the Customer Experience team to achieve service and engagement goals.
- Analyse and prepare meaningful insights via customer interactions across calls, emails, WhatsApp, surveys, communities, and chat platforms.
- Monitor customer feedback, identify trends, and drive initiatives to improve customer satisfaction and retention.
- Manage customer communities, advocacy programs, product launches, beta testing, and feedback campaigns.
- Collaborate with Product, Marketing, R&D, Operations, and Customer Support teams to implement customer-driven improvements.
- Monitor online reviews, social media sentiment, and handle escalated customer concerns.
- Track key CX metrics, prepare reports, and present actionable insights to stakeholders.
- Develop SOPs, ensure process compliance, and continuously improve customer experience operations.
Requirements
- 4–6 years of experience in Customer Experience, Customer Success.
- At least 2 years of team handling experience.
- Strong leadership, communication, and analytical skills.
- Experience with CRM, customer engagement, and survey tools.
- Preferred experience in D2C, E-commerce, FMCG, or Beauty & Personal Care.