Why This Role Matters

Traya is rewriting how hair loss is treated in India — as a clinical journey, not a cosmetic fix. Our service calling function is the connective tissue between our doctors, our customers, and their outcomes. You'll be designing a system that genuinely changes whether someone sticks with their treatment, sees results, and gets their confidence back which will in turn translate to revenue outcomes.

The Role - Own touchpoints which impact customer experience

What You'll Own :

- Calling Program: Design the end-to-end cadence across the customer journey — call types, triggers, timing, and success criteria for each. Align every call to a clear customer-stage purpose.
- Scripts & Content: Build a modular, stage-specific script library that adapts to customer risk profile and cohort. Run continuous A/B tests and own the loop from QA insight to script revision.
- Quality & Coaching: Design QA scorecards, run weekly call reviews, and coach callers on conversation quality.
- Team & KPIs: Structure, shift design, and incentives tied to retention outcomes.
- Data & Dashboards: Define the signals that drive calling priority and build the dashboards that track outcomes.
- Revenue Ownership: Own the revenue contribution of the calling function — refill conversion, retention-driven revenue, and reactivation. Build the line of sight from every call made to every rupee earned.




- Experimentation Roadmap: Maintain an always-on test calendar across scripts, cadence, channel mix, and caller specialization. Own the hypothesis, the test design, the readout, and the rollout of what works.
- Tech & Tooling Evaluation: Stay close to emerging tools — AI-assisted QA, voice analytics, conversational AI, sentiment detection. Pilot what creates leverage; bring back what's working in the best D2C and health businesses globally.

What We're Looking For:

- 2-4 years of CX experience / platform PM experience on in house CX tools in Fast growth environments.
- B.Tech (Premium College)

Why You'll Love This Role

- Direct line to outcomes. Your work will move retention, refill conversion, and revenue — and you'll see it in the dashboards you build.
- Cross-functional reach. You'll work shoulder-to-shoulder with doctors, store leaders, product, tech, and CRM — at the center of how Traya operates.
- A category-defining brand. Traya is among India's fastest-growing hair health brands, obsessed with real outcomes for people.
- Builder culture. Bring an opinion and the data to back it, and you can shape how things work here. Senior leadership is accessible, decisions move rapid.
- A clear growth path. This role is positioned to expand into broader CX and retention leadership for someone who delivers.

📌 Business Manager - CX Strategy (Mumbai)
🏢 Traya
📍 Mumbai