Key Responsibilities

Customer Experience Delivery &

- Team Leadership

- Execute the CX strategy and roadmap, translating it into explicit team goals and action plans.
- Promote a customer-first culture within the team and drive initiatives that improve satisfaction, retention, and repeat business.
- Implement service standards, SOPs, and best practices across all customer interaction channels.

Customer Operations Management
- Manage end-to-end support operations across phone, email, chat, social media, and other digital channels.
- Improve response times, resolution rates, and CSAT through regular performance reviews and process fixes.
- Track operational KPIs (FRT, TAT, FCR, CSAT, NPS, backlog, quality scores) and hold the team accountable for targets.
- Plan staffing, shifts, and workload to maintain service levels during peak periods and sale seasons.

Customer Insights &
- Analytics

- Analyze service trends, NPS, CSAT, social listening data, and Voice of Customer (VOC) inputs to find improvement opportunities.
- Prepare regular MIS and dashboards, and share insights and recommendations with leadership.

Stakeholder &
- Cross-Functional Collaboration





- Drive cross-functional follow-ups to close customer pain points and reduce repeat complaints.
- Handle escalations and brand-sensitive customer issues, and involve senior leadership when required.

Process Excellence &
- Automation

- Make effective use of the CRM, helpdesk, and reporting tools, and suggest improvements.
- Support the rollout of automation, chatbots, and AI-assisted support tools, and refine workflows to scale without compromising quality.

Capability Building
- Conduct regular quality audits, call and chat reviews, and feedback sessions.
- Identify high performers and support succession planning within the team.
- Encourage ownership, empathy, and continuous learning.

Requirements

- 6 to 10 years of experience in customer service or customer experience, with at least 2 to 3 years managing a team (Team Lead / Assistant Manager / Manager level).
- Experience managing multi-channel customer support teams (voice, email, chat, social).
- Working knowledge of CRM and helpdesk tools, plus familiarity with AI-assisted support and automation.
- Prior experience in Retail, E-commerce, Consumer, Lifestyle, or other customer-facing industries preferred.

📌 Customer Experience Manager (Mumbai)
🏢 The Souled Store
📍 Mumbai