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.

- 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, qualified 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.
- Strong 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