THE ROLE At Bombay Sweet Shop great food comes naturally and now we re pouring that same sweetness into every customer interaction We want to be known as the friendliest warmest most dependable people our customers meet online or offline We re rebuilding our CX engine into a sharp warm omni-channel setup across Instagram DMs WhatsApp calls emails reviews website queries and B2B gifting leads To take this to the next level we re looking for someone who has genuinely built strong CX foundations before small high-quality teams powered by systems clarity and consistent care WHO WE ARE Hunger Inc Hospitality is home to some of India s most loved restaurants - The Bombay Canteen O Pedro Veronica s Papa s and Bombay Sweet Shop We blend tradition with creativity obsess over great food and people and craft experiences that are warm joyful and unmistakably ours WHO YOU ARE You re someone who has actually built a CX function not just handled tickets but shaped the entire customer experience end to end You have Experience leading small sharp CX Service teams Trained teams to deliver warm human conversations Built SLAs SOPs QA frameworks and feedback loops Worked with D2C or experience-led brands Used AI automation tools and CRM systems to improve speed and accuracy A love for solving customer problems and turning insights into real improvements You care deeply about memorable customer moments not just metrics WHAT YOU LL LEAD Brand Values Own and champion the Bombay Sweet Shop way - warm clear people-first communication across every customer interaction CX Strategy Business Goals Build and execute a CX roadmap that drives growth through faster responses better conversions higher repeats and stronger customer loyalty SOPs SLAs Quality Assurance Create and maintain CX SOPs define SLAs and lead regular QA reviews audits and training refreshers Systems Automation Tools Strengthen tagging routing dashboards and workflows while using AI thoughtfully to boost efficiency without losing warmth Cross-Functional Coordination Work closely with Ops Dispatch Marketing E-com and the Sweet Shop team to drive quick closures with zero ambiguity Customer Retention Loyalty Design end-to-end customer journeys eliminate friction points and build programs that increase repeat buying and gifting Online Reputation Escalations Lead calm rapid brand-aligned handling of ratings reviews and escalations across all platforms WHAT YOU VE DONE BEFORE 5-7 years in D2C or consumer brands Set up or scaled CX operations end to end Experience with multi-channel support IG WhatsApp Email Calls Web Strong understanding of CX metrics QA training and workflows Hands-on experience with automation AI tools Worked closely with Ops Dispatch and Brand teams WHAT YOU LL GET A chance to build India s sweetest customer experience Ownership of CX strategy across all Sweet Shop touchpoints A collaborative team that values clarity warmth and experimentation The ability to directly influence customer love loyalty and brand reputation The opportunity to shape how thousands of people experience Bombay Sweet Shop every day