Chief Customer Experience Officer

Theater | Chandigarh (with travel to stores) |

About Theater

Theater is a design-led women’s accessories brand, selling across online channels and expanding into physical stores. We’re building a premium customer experience that feels thoughtful, polished and consistent at every touchpoint.

The Role

You will own the end-to-end customer experience across online, offline, delivery and customer service. Your job is to identify what’s broken, fix it at the root, and ensure every customer interaction feels distinctly Theater.

Key Responsibilities

- Own and continuously audit the customer journey across website, marketplaces, stores, delivery, packaging, CS, returns and repeat purchase.
- Run mystery customer audits and maintain a live tracker of experience gaps and fixes.
- Set standards for delivery, fulfilment, packaging, returns and logistics partners.
- Own customer service, including team, tools, training, SLAs, QA and escalation.
- Partner with Product, Tech and Operations to fix customer-impacting issues.
- Define and maintain Theater’s in-store service and product experience standards.
- Build a robust Voice of Customer programme across reviews,



CS, NPS, returns and store feedback.
- Present a monthly State of the Customer to leadership and drive closure of systemic issues.

What We’re Looking For

- 10+ years in retail, DTC, hospitality or consumer brands, with 4+ years in CX/CS/retail operations.
- Experience across both online and offline customer journeys.
- Strong attention to detail and a high bar for premium experiences.
- Experience building/leading CS teams and working with data and dashboards.
- Calm, decisive, low ego and comfortable challenging teams to raise the bar.

Nice to have: Fashion, accessories, beauty, hospitality/luxury or store-opening experience.

Success Looks Like

Higher NPS & CSAT, stronger retention, faster resolution, better delivery experience, fewer recurring complaints and consistently excellent experiences across every Theater touchpoint.

To Apply: Send your CV + a short note on one brand whose customer experience you admire and one thing you would fix after using theater.xyz or visiting a Theater store at [email protected]

📌 Chief Customer Experience Officer (Chandigarh)
🏢 Theater.xyz
📍 Chandigarh