Key Responsibilities
Customer Experience Delivery & Team Leadership
• Execute the CX strategy and roadmap, translating it into transparent 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

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