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, WhatsApp, 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 Solid 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 (Sabarmati River)
🏢 Dermatouch
📍 Sabarmati River