Job Description
Head of Customer Care / Customer Service Industry: Luxury Building Materials / 100% Imported High-End Sanitaryware, Bath Fittings, and Tiles Department: Customer Care Reporting To: Managing Director

Location:
Hyderabad Position Summary: We are seeking an elite, customer-obsessed Head of Customer Care to lead our service delivery and post-purchase experience operations. In this niche, high-ticket segment of 100% imported luxury sanitaryware, premium bath fittings, and designer tiles, customer expectations are exceptionally demanding. The ideal candidate will manage white-glove support, installation troubleshooting, logistics/warranty claims, and technical resolutions for high-net-worth individuals (HNWIs), luxury architects, interior designers, and elite real estate developers. You will act as the ultimate brand custodian, ensuring that every touchpoint mirrors the prestige and precision of our European/global luxury product portfolio.

Key Responsibilities
1. Luxury Service Strategy & Operations Leadership:
• Develop and execute the overall customer care strategy tailored to high-end, luxury retail and B2B architectural projects.
• Establish elite service standards (White-Glove delivery support, rapid turnaround times, high-touch communication) that match our premium brand positioning.
• Oversee end-to-end service lifecycles: from pre-delivery coordination, logistics scheduling, and site-readiness checks to post-installation support and warranty management. 2. Technical Support & Quality Resolution (Specialised):
• Build and manage internal protocols for troubleshooting complex issues related to imported luxury systems (e.g., concealed cisterns,



thermostatic shower mixers, smart toilets, heavy-format/large-slab imported tiles, specialised surface finishes).
• Coordinate closely with technical/installation teams and international brand principals/manufacturers to resolve escalated product, defect, or warranty claims promptly.
• Implement rigorous quality control loops to track transit damages, installation errors, recurring product anomalies associated with imported freight. 3. Stakeholder & High-Value Relationship Management:
• Act as the final escalation point for VIP clients, elite interior designers, celebrity homeowners, and key developer accounts.
• Foster alignment with the Sales, Project Execution, and Supply Chain departments to ensure seamless fulfilment transitions.
• Manage service-level agreements (SLAs) with external certified third-party technicians, installation partners, and regional service franchisees. 4. Team Leadership & Continuous Development:
• Lead, mentor, and upscale a high-performing team of customer care executives, technical support engineers, and field coordinators.
• Conduct specialized training sessions on product line details (imported ceramic properties, high-end PVD coating care, electronic bathware features) to elevate first-contact resolution rates.




• Set, track, and review Key Performance Indicators (KPIs) such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), First Response Time, and Resolution Efficiency. 5. Systems & Process Innovation:
• Lead the adoption of modern CRM, ticketing, and feedback management tools tailored for luxury retail and project environments.
• Analyze customer feedback trends to provide data-driven insights to the product procurement and executive management teams regarding product performance, packaging improvements, and user manuals. Candidate Profile &

Qualifications:
•

Education:
Post Graduate in Business Administration, Operations, or a related field.
•

Experience:
Minimum 8–12 years of experience in customer care/service management, with at least 3–5 years in a leadership role.
• Deep domain experience within luxury/premium interior products, architectural building materials, high-end furniture, luxury retail, or sanitaryware/tiles is strongly preferred.
• Industry Acumen: Familiarity with imported goods logistics, custom clearance delays, fragile material handling (tiles/sanitaryware), and high-end erection site coordination. Competencies:
• Exceptional empathetic combined with a firm, qualified approach to high-stakes conflict resolution.
• Impeccable verbal and written communication skills (ability to articulate sophisticated solutions to elite clients and architects).
• High emotional intelligence (EQ) and poise under pressure when dealing with high-net-worth clientele. Compensation : 12LPA to 15LPA

📌 Head of Customer Service (Hyderabad)
🏢 Valueline
📍 Hyderabad