1. Customer Care Operations & Escalation Management

1. Lead a 3-4 member central escalation team and oversee 30-member outsourced contact centre (voice, email, social)
2. Own end-to-end customer query management across 5 D2C websites and 1000+ retail stores
3. Ensure timely closure of complaints, returns, refunds, logistics issues, store-related escalations, loyalty & reward program related queries and order-related challenges
4. Build and enforce SOPs across contact centre, stores, and digital teams for consistent customer experience

2. VOC & Continuous Improvement

1. Own CX health metrics: CSAT, NPS, FCR, TAT, Repeat Contacts, escalation ratios etc.
2. Present CX insights, VoC and improvement plans to business heads, brand heads, and leadership on a periodic basis

3. Technology, Tools & AI-Led Automation

1. Manage and optimize ticketing platforms (Zoho or any other tool experience must)
2. Collaborate with agency/internal teams to deploy AI-driven solutions (chatbots, AI voice bot, email automation, self-service flows)
3. Identify automation opportunities to reduce cost per contact, AHT, and improve scalability for mtuliple brand outlets and D2C websites

4.



Team Leadership & Vendor Management

1. Coach, mentor, and upskill internal escalation specialists for high-quality & complex problem resolution
2. Manage outsourced call-centre performance: SLAs, staffing, productivity, quality audits, training, incentives
3. Coordinate with external partners: CC vendors, tech agencies, AI/automation partners

Required Experience & Skills

1. 5-7 years of experience in Customer Care / CX Operations, with at least 3 years in a team lead role
2. eCommerce customer service experience, experience in fashion/footwear/lifestyle retail is a solid advantage
3. Proficiency with ticketing tools (Zoho, Freshdesk etc)
4. Ability to interpret CX dashboards or reports, VoC, and performance trends
5. Exposure to AI/automation technologies (chatbots, IVR/voice bots, email bots) preferred
6. Excellent stakeholder management and communication skills - comfortable presenting to CXOs and brand heads
7. Proven ability to lead teams, influence cross-functional groups, and manage external vendors

📌 Deputy Manager (CRM) (Mumbai)
🏢 Metro Brands
📍 Mumbai