Head of Customer Experience

JOB DESCRIPTION: SENIOR CUSTOMER EXPERIENCE MANAGER | ANDAMEN

 COMPANY DESCRIPTION

Andamen is amongst India's leading men's bridge-to-luxury DTC fashion brand, known for our timeless designs, premium craftsmanship, and commitment to delivering an exceptional customer experience. Launched in 2016, we have over two lakh customers, and operate in six product categories and 6 digital distribution channels.

Our e-commerce platform is our largest channel, and we're looking for a Head of CX who can support and also drive the hyper growth the channel is achieving (by leading efficient operations and driving revenue) while making every customer feel genuinely seen and valued.

Andamen is part of the Impulse Group, one of India's leading fashion supply chain companies.

Impulse provides comprehensive design-to-delivery supply chain services to a global fashion brands and retailers including ASOS, SuperDry, Next, Paul Smith, Shinsegae (Samsung Group), Walmart, Amazon, Myntra. The product categories include apparel, accessories, footwear, leather garments, home furnishings, costume jewellery and hard goods. Founded in 1982, Impulse has over 400 employees across India, Bangladesh, UK, Korea, USA, Canada.

 ROLE DESCRIPTION

Lead Andamen's customer experience vision: designing, executing, and optimising every touchpoint across customer purchase and lifecycle journeys. You'll own the balance between 
world-class service
, 
operational efficiency
, and 
revenue-driving retention
, embedding our brand ethos ("World-Class, Indian at Heart") into every interaction.

This is a 
builder role
. You'll inherit a functional base but will be expected to 
redesign processes, implement new tech, and build a culture where every team member is a brand ambassador
.

The role reports directly to the Founder and CEO.

 
KEY RESPONSIBILITIES

CX Strategy & Leadership

• Define and execute a 
  2-3 year CX roadmap
   aligned with brand, retention, and profitability goals.
• Own 
  NPS, CSAT, First Contact Resolution (FCR)
  , repeat purchase rate, and CX-driven revenue targets.
• Champion the voice of the customer at the leadership table, influencing product, marketing, and ops.

Operational Excellence

• Oversee 
  customer support channels
   (voice, WhatsApp, email, chat, social DMs, in-store escalations).
• Implement 
  SLA-driven processes
   for response, resolution, escalation and re-delight.
• Drive efficiency through 
  process automation, self-service portals, AI/chatbot integration
  .

Team Building & Development

• Lead, build, mentor and scale a 
  multi-layered CX team
   (managers, associates, QA specialists).
• Build a 
  QA and training function
   to ensure consistent, brand-aligned service delivery.

Data & Insights

• Use 
  CX analytics
   to identify friction points and revenue opportunities.
• Implement 
  VOC (Voice of Customer) loops
   with product and merchandising teams.
• Present monthly CX performance dashboards with actionable insights.

Retention & Loyalty

• Partner with CRM and marketing teams to 
  reduce churn and increase CLV
  .
• Leverage post-purchase touchpoints for upsell/cross-sell opportunities without hurting brand trust.

Technology & Tools

• Own selection, configuration, and ROI of 
  CX platforms
   (OMS, helpdesk, AI tools).
• Drive integrations with website, logistics, order management, and payment systems for seamless updates.

 KEY QUALIFICATIONS

• 7-10 years
   in customer experience/service leadership in 
  premium/luxury retail, e-commerce, or hospitality
  .
• Proven track record in 
  establishing and
   
  scaling CX functions
   while driving measurable business outcomes, making 
  CX a growth lever, not just a cost centre
  .
• Comfortable building from scratch in a fast-paced environment, hands-on with 
  CX and ecommerce metrics and tools
   (Gorgias, Zendesk, Shopify, EasyEcom, Return Prime, etc.).
• Can marry brand and business, strategy and operations, and design 
  world-class standards
   with 
  Indian market realities
  .
• Strong cross-functional abilities: work with tech, marketing, finance, and ops.
• Empathy-driven leadership with high people management capability.

 
WHY JOIN US

• Opportunity to scale your role to an
  AVP level in 2-3 years
  .
• Competitive salary and PLIs

(Performance-Linked Incentives).
- Be part of a
fast growing, ambitious fashion brand
defining Indian design on a global stage and capturing market share in India's premium+ to bridge-to-luxury segment.
- Work with a highly
entrepreneurial, mission-driven
founding team.
- Own the entire function end-to-end,
operate with autonomy,
speed, and data-led decision-making.
- We have a
very high paced, collaborative work culture
focussed on results, not attendance, with ample room for innovation.
- We're building one of India's most admired bridge-to-luxury brands, where every interaction reflects our ambition and soul.
You'll flourish if you truly desire crafting world-class, Indian-at-heart experiences
that inspire loyalty, trust, and pride.