Head of Customer Experience

We are hiring for Customer Experience Head (Omni Experience) role based out of Mumbai.

Looking for an experienced professional with strong exposure in Customer Experience, Omni Channel Retail, Retail Operations, Customer Support, CRM, Loyalty Programs, and E-commerce Experience Management.

The ideal candidate should have experience in driving seamless customer journeys across stores, website, app, marketplaces, and support channels while ensuring a consistent and premium customer experience at every touchpoint.

Key responsibilities include customer journey mapping, improving customer satisfaction and retention, managing service excellence, handling escalations, driving loyalty and repeat purchases, improving post-purchase experience, and collaborating closely with retail, marketing, operations, and digital teams to enhance overall customer engagement and brand experience.

Candidates with strong experience in luxury retail, fashion, beauty, electronics, retail, e-commerce, or D2C brands will be preferred.

Key skills:

Customer Experience | Omni Channel | Retail Operations | CRM | Loyalty Programs | Customer Retention | NPS | CSAT | Service Excellence | Customer Journey | E-commerce | Store Experience

Interested candidates can share their updated profile or connect directly.