Job Description

Job Description

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- Lead, mentor, and manage the Customer Experience team to achieve service and engagement goals.
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- Analyse and prepare meaningful insights via customer interactions across calls, emails, WhatsApp, surveys, communities, and chat platforms.
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- Monitor customer feedback, identify trends, and drive initiatives to improve customer satisfaction and retention.
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- Manage customer communities, advocacy programs, product launches, beta testing, and feedback campaigns.
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- Collaborate with Product, Marketing, R&D;, Operations, and Customer Support teams to implement customer-driven improvements.
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- Monitor online reviews, social media sentiment, and handle escalated customer concerns.
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- Track key CX metrics, prepare reports,



and present actionable insights to stakeholders.
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- Develop SOPs, ensure process compliance, and continuously improve customer experience operations.
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Requirements

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- 4–6 years of experience in Customer Experience, Customer Success.
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- At least 2 years of team handling experience.
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- Solid leadership, communication, and analytical skills.
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- Experience with CRM, customer engagement, and survey tools.
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- Preferred experience in D2C, E-commerce, FMCG, or Beauty & Personal Care.
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📌 Customer Experience Team Leader (Ahmedabad)
🏢 Dermatouch
📍 Ahmedabad