Customer Experience Management Lead the customer support team to deliver prompt, empathetic, and high-quality customer service across all channels.

Ensure every customer interaction reflects the brand’s premium experience.

Monitor service quality and continuously improve customer satisfaction.

- Returns, Exchanges & Refunds Own the complete returns, exchanges, and refunds lifecycle.

Ensure timely processing within defined SLAs.

Coordinate with internal teams to resolve issues efficiently.

Identify trends in returns and recommend corrective actions to reduce return rates. 3.

Customer Escalation

Management Handle high-priority customer complaints and escalations with ownership.

Drive timely resolution while balancing customer satisfaction and business interests.

Maintain escalation logs and conduct root cause analysis to prevent recurrence.

- Team Leadership Lead, coach, and mentor the customer experience team.

Set clear performance goals and conduct regular performance reviews.

Train the team on communication, product knowledge, SOPs, and customer handling. 5.

Process





Improvement Review existing customer support processes and implement improvements.

Develop and update SOPs to improve operational efficiency.

Collaborate with cross-functional teams to address recurring customer concerns.

- Reporting & Analytics Prepare weekly and monthly MIS reports on:

Customer queries

Returns, exchanges & refunds

Escalations

SLA adherence

Customer Satisfaction (CSAT)

Team productivity

Present actionable insights and recommendations to leadership.

- Cross-Functional Collaboration Work closely with Retail, E-commerce, Warehouse, Logistics, Finance, Merchandising, and Quality teams to ensure a seamless customer journey.

Support current initiatives aimed at enhancing customer experience.

requirements;

Bachelor’s degree in any discipline.

3–7 years of experience in Customer Experience, Customer Support, or Customer Service Operations.

Minimum 2 years of experience leading a customer support team.

- Experience in retail, fashion, lifestyle, luxury, or D2C/e-commerce brands is preferred.

📌 Customer Service Lead (Gurugram)
🏢 Mulmul
📍 Gurugram