Customer Service Lead

About the Role

The role is responsible for owning and transforming end to end customer experience for Home Centre’s Furniture and Household business across omni channel journeys. The position focuses on improving NPS, reducing escalations, and ensuring a consistent, reliable, and damage free experience from order placement to delivery and installation.

Responsibilities

• Customer Experience Strategy and Governance
• CX Vision and Roadmap
• Define the customer experience strategy for Furniture and Household categories across online and offline channels
• Build a multi year roadmap covering delivery experience, installation readiness, communication, and escalation management
• Governance and Standards
• Define CX SOPs, service standards, and resolution frameworks
• Establish clear ownership and governance across supply cha...