Role Overview We are looking for a proactive and data-driven Customer Experience Manager to lead and strengthen the customer experience function for our D2C business. The role will own day-to-day CX operations, performance reporting, service-level adherence, critical escalations, outsourced support partner performance, online reputation management, process improvements and the development of a structured Customer Insights / Voice of Customer (VoC) programme. 1. Customer Experience Operations & Performance Management
• Own day-to-day customer experience operations across D2C channels, including email, calls, WhatsApp and social media.
• Track, analyse and report CSAT, NPS, First Response Time (FRT), resolution TAT, ticket backlog, contact rate, repeat contacts and escalation rate.
• Prepare daily, weekly and monthly CX dashboards and management reports.
• Identify performance gaps, recurring customer pain points and operational bottlenecks, and drive corrective actions.
• Improve customer satisfaction, resolution quality and the overall post-purchase experience. 2. Escalation & Grievance Management
• Independently handle L3 customer escalations across calls and emails, ensuring timely, professional and policy-aligned resolutions.
• Manage sensitive complaints, high-value customer issues and critical brand-related escalations.
• Coordinate investigations with D2C, warehouse, logistics, finance, product, quality and other internal teams.
• Maintain an escalation tracker and ensure closure within defined timelines.
• Coordinate responses to formal consumer grievances and relevant consumer forums in consultation with management. 3. Outsourced Customer Support Management – Dialdesk
• Act as the primary point of contact for the outsourced customer support partner.
• Monitor agent productivity, attendance, availability, quality and SLA adherence.
• Conduct regular performance reviews with the outsourcing partner.
• Define and monitor agent-level KPIs, quality parameters, productivity benchmarks and escalation processes.
• Ensure adequate staffing, training, holiday coverage and resource planning based on business volumes.
• Drive corrective actions for performance gaps and conduct regular call and ticket audits. 4. SLA Management & Process Improvement




• Establish, monitor and continuously improve SLAs across all customer support channels.
• Ensure timely first responses, resolutions and closure of customer queries.
• Review existing workflows, SOPs and escalation matrices to identify inefficiencies.
• Implement process improvements, automation, workflow-based ticket categorisation and routing.
• Work with technology and operations teams to improve support tools, reporting and resolution efficiency.
• Reduce avoidable customer contacts through proactive communication and better customer-facing processes. 5. Online Reputation Management (ORM)
• Own ORM across social media platforms, review portals and other digital customer touchpoints.
• Monitor customer comments, complaints, reviews and direct messages, ensuring timely and brand-aligned responses.
• Develop response guidelines, escalation workflows and ORM performance metrics.
• Identify recurring complaints and negative sentiment trends and coordinate corrective actions.
• Leverage AI-assisted responses and automation while ensuring appropriate human intervention for sensitive issues. 6. Customer Insights & Voice of Customer (VoC) Programme
• Build and drive a structured Customer Insights programme for the D2C business.
• Establish a common taxonomy for customer feedback, complaints, product issues and purchase experience.
• Analyse customer interactions, reviews, surveys and feedback to identify recurring trends and behavioural patterns.
• Conduct customer surveys, feedback exercises and structured customer interviews.
• Identify insights relating to product expectations, fragrance preferences, product performance, website experience, checkout, delivery and post-purchase experience.
• Translate customer feedback into actionable recommendations for marketing, product, merchandising, website and operations teams.




• Present periodic Voice of Customer reports and track implementation and business impact of recommendations. 7. Team Management & Development
• Lead, mentor and manage the internal customer experience team.
• Define individual responsibilities, targets and performance metrics.
• Conduct regular performance reviews, coaching sessions and quality calibration.
• Ensure consistent product, process and policy knowledge across the team.
• Build a culture of accountability, ownership and customer-centric problem-solving. Key Performance Indicators (KPIs)
• CSAT and NPS improvement
• First Response Time (FRT) and Resolution TAT
• SLA adherence across all channels
• Ticket backlog and ageing
• L3 escalation volume and closure TAT
• Repeat contact and complaint rates
• Outsourced agent productivity and quality scores
• ORM response time and complaint resolution
• Customer feedback categorisation and insight reporting
• Number of actionable customer insights implemented
• Reduction in recurring customer complaints and avoidable contacts
• Skills & Competencies
• Strong understanding of D2C / e-commerce customer experience operations.
• Excellent analytical and reporting skills; proficiency in Excel / Google Sheets required. Power BI knowledge is an advantage.
• Experience managing outsourced contact centres and vendor relationships.
• Solid written and verbal communication skills and ability to independently manage difficult customer conversations and escalations.
• Experience with CRM, ticketing, contact centre and ORM platforms.
• Strong process orientation, problem-solving and stakeholder management.
• Ability to convert customer feedback and data into actionable business improvements.
• Working knowledge of AI-based customer support automation and workflow management is preferred.
• Recommended Work Experience Overall

experience:
5–8 years, with at least 3 years in D2C / e-commerce customer experience or customer support operations. Candidates should ideally have at least 2 years of experience managing a team or outsourced support partner, along with hands-on ownership of CX reporting, SLA performance and escalations.

📌 Manager - Customer Experience (Mumbai)
🏢 Ajmal Perfumes India
📍 Mumbai