Job DescriptionJob Description
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Lead, mentor, andmanage 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 experiencein 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 inD2C, E-commerce, FMCG, or Beauty & Personal Care. N

📌 Customer Experience Team Leader Ahmedabad
🏢 Dermatouch
📍 Ahmedabad