Job Description
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Role Description The Customer Experience Manager is a full-time, on-site role based in New Delhi. This role is responsible for overseeing the end-to-end customer journey across online and offline touchpoints, ensuring a seamless and satisfying experience. Day-to-day tasks include monitoring customer feedback, resolving escalated service issues, and coordinating with operations, sales, and marketing to address customer needs.
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Lead and manage the Customer Care team to deliver a seamless and premium customer experience.
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* Oversee customer interactions across calls, emails, Whats App, chat, and social media.
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* Handle complex and high-priority customer escalations with empathy and ownership.
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* Ensure timely resolution of customer queries while meeting defined service levels.
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* Analyze customer feedback and identify opportunities to improve processes and the overall customer journey.
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* Drive initiatives to reduce RTOs, returns, refunds, and repeat customer complaints.
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* Collaborate with Operations, Logistics, Warehouse, Retail, E-commerce, and Quality teams to resolve customer issues effectively.
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* Develop and implement SOPs, quality standards, and training programs for the Customer Care team.
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* Monitor team performance through key customer service metrics and prepare regular MIS reports for leadership.
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* Foster a customer-first culture that reflects Mulmul’s premium brand values.
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Preferred Candidate Profile
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* 3-8 years of experience in Customer Care, Customer Support, or Customer Experience,
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* Experience in fashion, retail, luxury, beauty, lifestyle, or D2C brands is preferred.
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* Robust leadership, communication, and conflict-resolution skills.
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* Data-driven mindset with the ability to identify trends and implement process improvements.
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* Passionate about creating exceptional customer experiences and building high-performing teams.
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Qualifications
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- Robust customer-focused mindset with experience in Customer Experience and Customer Satisfaction.
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- Proficient in Customer Service practices, including handling escalations and managing support workflows.
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- Excellent Communication skills, both written and verbal, to engage effectively with customers and internal teams.
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- Solid Analytical Skills to interpret customer data, track KPIs, and recommend actionable improvements.
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- Prior experience in retail, fashion, or e-commerce customer experience management is preferred.
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- Ability to work in office in New Delhi and collaborate across cross-functional teams.
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- Bachelor’s degree in business, marketing, communications, or a related field, or equivalent practical experience.
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- Comfort with CRM tools, customer support platforms, and basic reporting dashboards.
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- Demonstrated ability to remain calm, empathetic, and solution-oriented in high-pressure customer situations.
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📌 Customer Experience Manager (India)
🏢 Mulmul
📍 India