Customer Care Head Beauty & Personal Care/Ecommerce - 5+ Years

We are looking for an experienced Customer Care / Customer Experience professional to lead and build the customer care function for a rapidly growing D2C consumer business. The role will focus on creating a high-quality customer experience across chat, email, phone, social media, and marketplace channels while driving improvements in CSAT, NPS, resolution time, SLAs, and customer retention.

Your Future Employer A profitable and rapidly growing D2C consumer company with its own manufacturing and R&D; capabilities, operating across the beauty and personal care space. The organization is focused on building customer care as a scalable engine for trust, retention, and repeat revenue across its consumer brands.

Responsibilities

- Leading the end-to-end customer care function across chat, email, phone, social media, and marketplace channels, including hiring, training, coaching, and team management.
- Owning service quality metrics including SLAs, response and resolution times, CSAT, NPS, and overall customer experience.
- Building and improving SOPs and processes for customer queries, complaints, returns, refunds, replacements, COD issues, and order disputes.
- Managing helpdesk/CRM platforms, chatbots, IVR flows, knowledge bases, and reporting dashboards while driving process and technology improvements.
- Analysing customer complaints and query trends, managing critical escalations, and partnering with Ecommerce, Operations, Logistics, Brand, and Quality teams to resolve root causes.

Requirements

- Possessing 56 years of experience in Customer Service, Customer Care, or Customer Support, including at least 2 years of team leadership experience.
- Demonstrating strong ownership of customer care processes, SOPs, quality management, escalations, complaint resolution, and service operations.
- Having experience with D2C, e-commerce, consumer brands, or marketplace-led businesses is preferred.




- Demonstrating strong data orientation with experience in CSAT, NPS, SLA, resolution-time, quality, and customer experience metrics, along with dashboard/reporting exposure.
- Possessing strong stakeholder management, communication, crisis management, problem-solving, and people leadership skills, with the ability to drive cross-functional root-cause resolution.

What's in it for You

- Opportunity to build and lead a customer care function within a high-growth D2C consumer business.
- Direct ownership of customer experience, service quality, processes, and team performance.
- Chance to work closely with Ecommerce, Operations, Logistics, Brand, and Quality teams.
- Scope to drive improvements through CRM, helpdesk, chatbot, IVR, analytics, and process automation.
- High-ownership role with significant impact on customer satisfaction, retention, and repeat revenue.

Reach Us If this role aligns with your career aspirations, please share your updated CV at [email protected] for a confidential discussion.

Disclaimer

Crescendo Global specializes in Senior to C-level niche recruitment. We are committed to inclusive hiring practices and do not discriminate on any grounds.

Note: Due to the high volume of applications, only shortlisted candidates will be contacted.

Beware of Scams

Crescendo Global never asks candidates for any payment at any stage of the recruitment process. Please verify opportunities only through official Crescendo Global communication channels.

Profile Keywords: Customer Care Head, Customer Experience Head, Customer Service Head, Customer Care Manager, Customer Support Manager, Customer Experience Manager, D2C Customer Care, E-commerce Customer Care, Consumer Brand, Customer Support, Customer Service, Customer Experience, CRM, Helpdesk, Chatbot, IVR, CSAT, NPS, SLA Management, Escalation Management, Complaint Resolution, Returns & Refunds, Customer Retention, Process Improvement, SOP, Team Management, Customer Operations, Faridabad Jobs.

📌 Customer Care Head - E-Commerce - Beauty & Personal Care - Faridabad (Delhi)
🏢 Crescendo Global Leadership Hiring India
📍 Delhi