About The Role:

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Department Vision

To build a customer-centric culture where every interaction strengthens trust, enhances guest satisfaction and transforms customers into loyal brand advocates, making Basil the most loved food brand.

Department Mission

Act as the Voice of Customer (VoC), continuously measuring customer sentiment, strengthening online reputation, improving customer satisfaction and converting customer insights into operational excellence.

Role Purpose

Own Basil's end-to-end customer experience ecosystem including customer journey, database, reviews, complaints, NPS, customer analytics, service recovery and customer retention while partnering with Operations, QA, L&D;, HR, Marketing, Finance, SCM and Software.

Key Objectives

- Build a customer-first culture.
- Improve CSAT, NPS and Google Ratings.
- Increase repeat customers and customer loyalty.
- Strengthen customer database and analytics.
- Reduce complaints through RCA and CAPA.
- Provide actionable insights to Management.

Key Responsibilities

- Own the complete customer journey across all stores.
- Manage customer feedback from Google, Swiggy, Zomato, QR , Email and Calls.
- Maintain a centralized customer database.
- Drive complaint resolution and service recovery.
- Lead NPS and review generation initiatives.




- Train store teams on guest engagement and review generation.
- Publish Daily, Weekly and Monthly dashboards.
- Conduct Monthly Customer Experience Review (MCXR).
- Recommend SOP and process improvements.
- Coordinate with all support and functional departments.

Success Measures

- Improved Google Ratings
- Improved NPS
- Higher Review Generation
- 100% Complaint Acknowledgement
- Complaint Closure within SLA
- Growth in Repeat Customers
- Accurate Customer Database

Key Deliverables

- Daily Customer Dashboard
- Weekly CX Report
- Monthly MCXR
- Complaint Tracker
- NPS Dashboard
- Google Review Dashboard
- Store-wise CX Scorecard
- RCA Reports
- Quarterly Improvement Recommendations

Skills & Competencies

- Excellent spoken & written English
- Advanced Excel, PowerPoint & Google Sheets
- Solid analytical and presentation skills
- CRM & customer database management
- Stakeholder management
- Problem solving
- Ready to travel to stores as an when required
- Own laptop (Mandatory)

Founder Expectations

- Act as the Voice of Customer.
- Build customer-first culture.
- Convert insights into operational improvements.
- Drive measurable improvements in customer satisfaction.
- Build scalable systems and dashboards.
- Support Basil's long-term growth through customer excellence.

📌 Customer Excellence Lead (Delhi)
🏢 Healthlicious Basil Foodtech
📍 Delhi