The CX Lead will be responsible for designing, managing, and elevating end-to-end customer experience across all touchpoints (retail boutiques, website, and after-sales service).
This role will ensure that every interaction reflects Ethos’ luxury positioning, driving customer satisfaction, loyalty, and lifetime value.
Key Responsibilities
1. Customer Experience Strategy
• Define and implement CX strategy aligned with Ethos’ luxury brand ethos
• Map and optimize the end-to-end customer journey (online + offline)
• Identify experience gaps and drive continuous improvement
2. Store & Concierge Experience Excellence
• Standardize and elevate in-store experience across boutiques
• Work closely with retail teams to ensure premium, personalized service
• Design luxury-style services for high-value customers
3. Omnichannel Experience Management
• Ensure seamless integration across:
• Website / e-commerce
• Retail stores
• Customer support / CRM
• Drive consistency in brand tone, service quality, and responsiveness
• Voice of Customer (VoC) & Insights
• Track and analyze:
5. Customer Retention & Loyalty
• Design and manage loyalty / repeat purchase programs
• Improve customer lifetime value (CLTV)
• Drive engagement with high-net-worth and repeat customers
6. Process & Service Design
• Build SOPs for customer handling, escalations, and service recovery
• Improve after-sales experience (repairs, servicing, follow-ups)
• Ensure quick and premium resolution of complaints
7. Training & Capability Building
• Train store and customer-facing teams on:
• Luxury service standards
• Communication & grooming
• Handling high-value clients
• Build a customer-first culture
8. CX Tools & Technology
• Manage CRM tools and CX platforms
• Drive automation where relevant without compromising personalization
• Track CX dashboards and performance metrics
Q
📌 Lead Customer Experience (Gurugram)
🏢 Officially Ethos
📍 Gurugram
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