CSD Home Centre Omni Channel Role Scope The role is responsible for supporting and improving customer experience for Home Centre’s Furniture and Household business across omni channel journeys. The position will work closely with the Customer Experience Head and cross functional teams to ensure smooth execution of delivery, installation, escalation management, and customer communication processes. The role will focus on improving customer satisfaction, reducing escalations, strengthening coordination across teams, and driving consistent customer experience standards across regions.

Key Responsibilities Customer Experience Operations Support • Support execution of customer experience initiatives across Furniture and Household categories • Coordinate with supply chain, warehouse, transport, installation, customer care, and store teams to ensure smooth customer journeys • Monitor daily operational issues and support timely resolution Order to Delivery Coordination • Track customer experience from order confirmation till delivery and installation completion • Ensure timely coordination between DCs, transport teams, last mile partners, and installation teams • Escalate service gaps and support closure with relevant stakeholders Customer Escalation Management • Support management of customer complaints and escalations • Coordinate with internal teams for faster resolution of customer issues • Track ageing escalations and follow up for closure within defined timelines • Assist in identifying repeat complaints and recurring operational gaps Customer Feedback and Process Improvement • Capture and analyse customer feedback from complaints, escalations, NPS comments,



and service interactions • Support classification of feedback across delivery, installation, damages, communication, and service quality • Coordinate with operational teams to drive corrective actions • Support implementation of process improvements to enhance customer experience Delivery and Installation Experience • Work closely with last mile and installation teams to improve delivery and installation experience • Support reduction of damages, failed deliveries, and repeat visits • Ensure customer communication is maintained during delays and exceptions Customer Communication • Support proactive communication on order status, delivery schedules, delays, and installation updates • Coordinate with customer care teams to improve customer visibility and response quality • Help reduce repeat customer follow ups through better coordination and communication Data Tracking and Reporting • Maintain CX trackers and dashboards related to complaints, escalations, delivery delays, damages, and resolution timelines • Share regular updates and insights with the CX Head and leadership teams • Support preparation of weekly and monthly review reports Cross Functional Coordination • Work closely with supply chain, warehouse operations, customer care, transport, installation,



and digital teams • Ensure alignment between customer expectations and operational execution • Support implementation of SOPs and service standards Team and Capability Support • Support training initiatives focused on customer centricity and service quality • Help drive customer experience awareness across operational teams • Support onboarding and capability building for service partners and internal teams Key KPIs Customer Experience • Customer complaint reduction • Customer satisfaction improvement • Escalation closure within SLA Service and Resolution • Resolution TAT • Repeat complaint reduction • Escalation ageing control Delivery and Installation • On time delivery support • Installation coordination effectiveness • Damage complaint reduction Feedback and Process Improvement • Feedback closure tracking • Corrective action implementation support • Reduction in repeat operational issues Stakeholder Interfaces • Customer Experience Head • Supply Chain and Operations Teams • Warehouse and Transport Teams • Last Mile and Installation Partners • Customer Care Teams • IT and Digital Teams • Business and Category Teams Success Profile • Experience in customer service, customer experience, operations, or omni channel retail preferred • Strong coordination and follow up capability • Positive communication and stakeholder management skills • Ability to handle escalations and operational pressure • Customer focused mindset with problem solving approach • Exposure to Furniture, Household, retail operations, or last mile operations preferred

📌 Senior Executive - CSD - Support (Karnataka)
🏢 Landmark Group
📍 Karnataka