Customer Experience Lead

This position will be responsible for designing and driving Company’s end-to-end customer care strategy, ensuring seamless, consistent and brand-aligned service delivery across all touchpoints. This role will oversee issue resolution, refunds, returns and escalations, while building robust post-sales support processes that strengthen customer trust. By leveraging insights, analytics and technology, the incumbent will optimize systems, automate high-volume queries and enhance operational efficiency. It will also play a pivotal role in aligning customer feedback with business strategies, collaborating with cross-functional teams to improve products, services and campaigns. This role guides and mentors the customer care team, setting high service standards and fostering a culture of empathy, accountability and performance excellence.

Qualification

Masters or Bachelors degree in Business, Marketing or related field

Required Skills

• Functional:
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