Job DescriptionJob Description
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- 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

nRequirements
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- 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