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 prospects.
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