Role Overview

This role requires someone who has built CX functions from scratch, led high-volume operations in a D2C or e-commerce environment, and is deeply strong in process design, automation, data analytics, and customer lifecycle management.

The role demands full ownership mindset, strong execution discipline, and the ability to transform CX into a scalable, tech-driven, and insight-led function.

Key Responsibilities 1. End-to-End Customer Experience Ownership
- Design and continuously improve customer journey maps across all touchpoints.
- Ensure seamless, consistent, and high-quality customer experience across all interactions.
- Act as the single owner of CX outcomes including satisfaction, retention, and service quality.

2. CX Strategy, KPIs & Operations
- Define and manage CX KPIs including:
○ CSAT

○ NPS

○ FRT (First Response Time)

○ TAT (Turnaround Time)

○ Resolution Rate

○ Customer Retention & Repeat Rate
- Build SOPs, escalation matrices, QA frameworks, and service standards.
- Establish Voice of Customer (VOC)



systems and feedback loops to drive continuous improvement.
- Manage CX operations at scale with high-volume customer interactions.

3. AI, Automation & Technology Ownership
- Drive automation-first CX transformation across the organization.
- Build and optimize:
○ Chatbots and AI-based support systems

○ WhatsApp automation journeys

○ CRM workflows (ticket routing, escalation flows, tagging systems) ○ Self-service systems
- Identify repetitive customer issues and eliminate them through automation.
- Partner closely with Product & Tech teams for system integrations.
- Improve efficiency, reduce ticket volume, and increase resolution speed through automation.

4. Customer Support Systems & Process Excellence
- Own CX platforms such as Zendesk / Freshdesk / Intercom / HubSpot (or equivalent).
- Ensure robust SLA adherence, ticket hygiene, and escalation governance.
- Conduct root-cause analysis of recurring customer issues and drive perm

📌 Customer Experience Manager (Delhi)
🏢 Merlin Brands
📍 Delhi