CSD Home Centre Omni Channel Role Scope The role is responsible for supporting and improving customer experience for Home Centre’s Furniture and Household business across omni channel journeys. The position will work closely with the Customer Experience Head and cross functional teams to ensure smooth execution of delivery, installation, escalation management, and customer communication processes. The role will focus on improving customer satisfaction, reducing escalations, strengthening coordination across teams, and driving consistent customer experience standards across regions. Key Responsibilities Customer Experience Operations Support • Support execution of customer experience initiatives across Furniture and Household categories • Coordinate with supply chain, warehouse, transport, installation, customer care,



and store teams to ensure smooth customer journeys • Monitor daily operational issues and support timely resolution Order to Delivery Coordination • Track customer experience from order confirmation till delivery and installation completion • Ensure timely coordination between DCs, transport teams, last mile partners, and installation teams • Escalate service gaps and support closure with relevant stakeholders Customer Escalation Management • Support management of customer complaints and escalations • Coordinate with internal teams for faster resolution of customer issues • Track ageing escalations and follow up for closure within defined timelines • Assist in identifying repeat complaints and recurring operational gaps Customer Feedback and Process Improvement • Capture and analyse customer feedback from complaints, escalations, NPS comments, and service interactions • Support classification of feedback across delivery, installation, damages, communication, and service quality • Coordinate with operational teams to drive corrective actions • Support implementation of process improvements to enhance customer experience Delivery and Installation Experien

📌 Senior Executive (Bengaluru)
🏢 Landmark Group
📍 Bengaluru