Job Description Job Description

/n /n Lead, mentor, and manage the Customer Experience team to achieve service and engagement goals.
/n Analyse and prepare meaningful insights via customer interactions across calls, emails, Whats App, surveys, communities, and chat platforms.
/n Monitor customer feedback, identify trends, and drive initiatives to improve customer satisfaction and retention.
/n Manage customer communities, advocacy programs, product launches, beta testing, and feedback campaigns.
/n Collaborate with Product, Marketing, R&D;, Operations, and Customer Support teams to implement customer-driven improvements.
/n Monitor online reviews, social media sentiment, and handle escalated customer concerns.
/n Track key CX metrics, prepare reports,



and present actionable insights to stakeholders.

/n Develop SOPs, ensure process compliance, and continuously improve customer experience operations.

/n /n Requirements
/n /n 4–6 years of experience in Customer Experience, Customer Success.
/n At least 2 years of team handling experience.
/n Robust leadership, communication, and analytical skills.
/n Experience with CRM, customer engagement, and survey tools.
/n Preferred experience in D2C, E-commerce, FMCG, or Beauty & Personal Care.

/n

📌 Customer Experience Team Leader (Surat)
🏢 Dermatouch
📍 Surat