Customer Experience Manager

Start Date

Starts Immediately

CTC (ANNUAL)

Competitive salary Market-competitive salary

Experience

3 year(s)

3 year(s)

Apply By

Not Provided

Posted 1 day ago

Job

Be an early applicant

About the job

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.

Lead and manage the Customer Care team to deliver a seamless and premium customer experience.

* Oversee customer interactions across calls, emails, WhatsApp, chat, and social media.

* Handle complex and high-priority customer escalations with empathy and ownership.

* Ensure timely resolution of customer queries while meeting defined service levels.

* Analyze customer feedback and identify opportunities to improve processes and the overall customer journey.

* Drive initiatives to reduce RTOs, returns, refunds, and repeat customer complaints.

* Collaborate with Operations, Logistics, Warehouse, Retail, E-commerce, and Quality teams to resolve customer issues effectively.

* Develop and implement SOPs, quality standards, and training programs for the Customer Care team.

* Monitor team performance through key customer service metrics and prepare regular MIS reports for leadership.

* Foster a customer-first culture that reflects Mulmuls premium brand values.

Preferred Candidate Profile

* 3-8 years of experience in Customer Care, Customer Support, or Customer Experience,

* Experience in fashion, retail, luxury, beauty, lifestyle, or D2C brands is preferred.

* Strong leadership, communication,



and conflict-resolution skills.

* Data-driven mindset with the ability to identify trends and implement process improvements.

* Passionate about creating exceptional customer experiences and building high-performing teams.

Qualifications

- Strong customer-focused mindset with experience in Customer Experience and Customer Satisfaction.
- Proficient in Customer Service practices, including handling escalations and managing support workflows.
- Excellent Communication skills, both written and verbal, to engage effectively with customers and internal teams.
- Solid Analytical Skills to interpret customer data, track KPIs, and recommend actionable improvements.
- Prior experience in retail, fashion, or e-commerce customer experience management is preferred.
- Ability to work on-site in New Delhi and collaborate across cross-functional teams.
- Bachelors degree in business, marketing, communications, or a related field, or equivalent practical experience.
- Comfort with CRM tools, customer support platforms, and basic reporting dashboards.
- Demonstrated ability to remain calm, empathetic, and solution-oriented in high-pressure customer situations.

Earn certifications in these skills

Who can apply

Only those candidates can apply who:

1. have minimum 3 years of experience

Salary

Probation:

Duration:

Salary during probation:

After probation:

Annual CTC: Competitive salary

Number of openings

1

Editor’s note

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.

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📌 Customer Experience Manager (Delhi)
🏢 Mulmul
📍 Delhi