?️ COMPANY DESCRIPTION

Andamen is amongst India’s leading men’s bridge-to-luxury DTC fashion brand, known for our timeless designs, premium craftsmanship, and commitment to delivering an exceptional customer experience. Launched in 2016, we have over two lakh customers, and operate in six product categories and 6 digital distribution channels.

Our e-commerce platform is our largest channel, and we’re looking for a Head of CX who can support and also drive the hyper growth the channel is achieving (by leading productive operations and driving revenue) while making every customer feel genuinely seen and valued.

Andamen is part of the Impulse Group, one of India’s leading fashion supply chain companies.

Impulse provides comprehensive design-to-delivery supply chain services to global fashion brands and retailers including ASOS, SuperDry, Next, Paul Smith, Shinsegae (Samsung Group), Walmart, Amazon, Myntra. Its product categories include apparel, accessories, footwear, leather garments, home furnishings, costume jewellery and hard goods. Founded in 1982, Impulse has over 400 employees across India, Bangladesh, UK, Korea, USA, Canada.

https://www.andamen.com/about-us

? ROLE DESCRIPTION

Lead Andamen’s customer experience vision: designing, executing, and optimising every touchpoint across customer purchase and lifecycle journeys. You’ll own the balance between world-class service, operational efficiency, and revenue-driving retention, embedding our brand ethos (“World-Class, Indian at Heart”) into every interaction.

This is a builder role. You’ll inherit a functional base but will be expected to redesign processes, implement new tech, and build a culture where every team member is a brand ambassador.

The role reports directly to the Founder and CEO.

? KEY RESPONSIBILITIES





CX Strategy & Leadership

- Define and execute a 2-3 year CX roadmap aligned with brand, retention, and profitability goals.
- Own NPS, CSAT, First Contact Resolution (FCR), repeat purchase rate, and CX-driven revenue targets.
- Champion the voice of the customer at the leadership table, influencing product, marketing, and ops.

Operational Excellence

- Oversee customer support channels (voice, WhatsApp, email, chat, social DMs, in-store escalations).
- Implement SLA-driven processes for response, resolution, escalation and re-delight.
- Drive efficiency through process automation, self-service portals, AI/chatbot integration.

Team Building & Development

- Lead, build, mentor and scale a multi-layered CX team (managers, associates, QA specialists).
- Build a QA and training function to ensure consistent, brand-aligned service delivery.

Data & Insights

- Use CX analytics to identify friction points and revenue opportunities.
- Implement VOC (Voice of Customer) loops with product and merchandising teams.
- Present monthly CX performance dashboards with actionable insights.

Retention & Loyalty

- Partner with CRM and marketing teams to reduce churn and increase CLV.
- Leverage post-purchase touchpoints for upsell/cross-sell opportunities without hurting brand trust.

Technology & Tools

- Own selection, configuration, and ROI of CX platforms (OMS, helpdesk, AI tools).
- Drive integrations with website,



logistics, order management, and payment systems for seamless updates.

✅ KEY QUALIFICATIONS

1. 7-10 years in customer experience/service leadership in premium/luxury retail, e-commerce, or hospitality.
2. Proven track record in establishing and scaling CX functions while driving measurable business outcomes, making CX a growth lever, not just a cost centre.
3. Comfortable building from scratch in a fast-paced environment, hands-on with CX and ecommerce metrics and tools (Gorgias, Zendesk, Shopify, EasyEcom, Return Prime, etc.).
4. Can marry brand and business, strategy and operations, and design world-class standards with Indian market realities.
5. Strong cross-functional abilities: work with tech, marketing, finance, and ops.
6. Empathy-driven leadership with high people management capability.

? WHY JOIN US

•⁠ ⁠Build a generational Indian brand. Join a company redefining what it means to be World-Class, Indian at Heart, creating a new language for modern Indian luxury.

•⁠ ⁠Drive transformation at scale. Shape the next era of Andamen where storytelling, data, and creativity converge to build enduring brand love and business impact.

•⁠ ⁠Be part of the leadership team. You’ll join the small, high-trust group that drives the company’s strategy, culture, and long-term growth, to shape brand, business, and team evolution.

•⁠ ⁠Thrive in a culture of innovation and ownership. A fast-paced, collaborative environment focused on results, not attendance, with freedom to experiment, create, and lead.

•⁠ ⁠Grow with rewards that scale with impact. Competitive compensation with performance-linked incentives (PLIs) tied to business and brand milestones.

📌 SENIOR MANAGER - CUSTOMER EXPERIENCE (Gurugram)
🏢 Andamen
📍 Gurugram