DailyObjects - Manager - Customer Experience

DailyObjects is a design-led lifestyle and tech accessories brand for people who live intentionally. From phone cases to bags, desk mats to watchbands, we create products that elevate everyday moments with utility, aesthetics, and innovation built into every detail. As we scale our omnichannel presence across online, offline, and partner retail, we're looking for a Customer Experience Manager to help us deliver thoughtful, consistent, and brand-aligned service at every touchpoint.About the Role:This is a role focused on strategy, execution, systems, and service operations. You'll be responsible for building and running our customer experience engine across ECommerce, Retail Stores, Marketplaces, and Social channels. Your mandate: deliver seamless journeys, fast and empathetic resolutions, strong feedback loops, and a service culture that reflects the DailyObjects brand.We're looking for someone who's hands-on, systems-savvy, and deeply passionate about turning operations into experiences.The Responsibilities include: 1. Strategy 1) Create and execute strategies to ensure the highest level of customer service quality across all channels and touchpoints. b) Establish quality standards, metrics, and guidelines for customer interactions2. Process Design & Optimizationa) Define and document new processes, including workflows, SOPs, and performance metrics.b) Identify inefficiencies and build a roadmap to solve themc) Run continuous improvement; partner with Product/Engineering to automate and deflect - 30% FAQs without hurting CSAT.3. Service & Support Across All Channelsa) Build and manage our customer support ecosystem: email, WhatsApp, chat, phone, social DMs, in-store desks.b) Create and scale SOPs for each channel, including response SLAs, escalation paths, and feedback handling.4. CX Systems & Toolsa) Implement and maintain tools for ticketing, CRM, order visibility, returns, and automation.b) Set up agent assist tools: saved replies, refund triggers, FAQ links, knowledge bases.5. Data, Voice of Customer & RCA Loopsa) Build a live dashboard of CX metrics: CSAT, resolution time, refund %s, SLA breaches, reason codes.b) Run monthly Root Cause Analysis (RCA) loops with Ops, Tech, and Design to fix underlying friction.c) Establish and scale our Voice of Customer system - deploy surveys, review mining, social listening 6. Crisis & Escalation ManagementOwn crisis-response playbooks; lead war rooms during launch spikes or shipment disruptions, manage transparent comms7. Team & CultureBuild and lead a high-performance CX team that is empathetic, brand-aligned, and resolution-focused.8. Launch & Retail Readinessa) Ensure CX readiness for all new launches: product FAQs, returns logic, staff training, Help Center updates.b) Train in-store teams on service scripts, product knowledge, and feedback collection.c) Track and respond to service trends in the first 30 days post-launch.Experience and Qualifications Required1) 8+ years of experience in customer experience, service operations, or CX systems in a D2C, consumer brand, or lifestyle eComm environment.2) Hands-on experience with CX platforms like Freshdesk, Zendesk, Gorgias, or Salesforce3) Built or rolled out AI/ML automations-chatbots, agent-assist, predictive returns - that cut ticket load or raised CSAT.4) Designed CX for global audiences5) Have a data-first approach, attacking every problem with data, and are comfortable with excel6) Strong understanding of CX metrics, automation, and feedback systems.7) Experience working with Tech, Ops, Retail, and Marketing to implement improvements and fix friction.8) A builder's mindset - excited to scale systems and roll up your sleeves where needed.,9) Deep customer empathy and a bias for fast, thoughtful execution. (ref:iimjobs.com)