Job Description – Head – Customer Service & Customer Experience

Industry: Luxury Retail - Fashion / Designer Wear/ Watches/ Jewellery
Experience: 10–15 Years
Education: Graduate or Master's degree from a reputed university
Work Location:

About the Role

We are looking for an experienced and customer-centric Head – Customer Service & Customer Experience to lead our customer service function and ensure an exceptional, personalized, and premium experience for our customers.

The ideal candidate should have 10–15 years of experience in luxury retail/premium fashion/designer wear/ luxury watches/ jewellery – managing & leading customer service function for the organisation. The candidate should have excellent communication and interpersonal skills, along with proven track records of using latest technology, tools & dashboards/ metrics to enhance customer experience through a highly motivated customer service team . The candidate will be responsible for driving customer happiness, service excellence, customer loyalty, and relationship management,



while leading and developing a high-performing customer service team.

Key Responsibilities
- Lead and oversee the complete Customer Service & Customer Experience function across all customer touchpoints, i.e. website, app, insta/ fb, retail stores.
- Ensure a consistent, personalized, and premium customer experience aligned with luxury brand standards.
- Drive initiatives to improve customer satisfaction, customer loyalty, retention, and repeat business. Have metrics in place to track & improve these parameters via dashboards, using latest tech/ tools.
- Handle and resolve customer complaints, escalations, and sensitive customer situations, including VIP and high-value customers.
- Ensure timely and skilled resolution of customer queries related to orders, deliveries, returns, exchanges, refunds, and after-sales service.
- Establish and monitor SOPs, SLAs, service standards, and escalation processes to ensure service exce

📌 Head – Customer Service (Delhi)
🏢 Ogaan Media
📍 Delhi