Role Overview 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:
- Customer feedback
- NPS (Net Promoter Score)
- Reviews & complaints
- Convert insights into actionable improvements
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
Qualifications & Experience
- MBA from Tier 1 colleges.
- 8 – 10 years of experience in Customer Experience / Customer Success / Retail Experience
- Experience in luxury retail / premium brands / hospitality / aviation (preferred)