Service Experience Manager

5 days ago

Pune, Maharashtra, India beBeeCustomer Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

About Us

We believe that the best times and fondest memories are created around food. Our mission is to enable the best cooking experiences by creating thoughtfully crafted, user-centric products.

Our vision is to be a leading cookware brand, delivering exceptional customer satisfaction and experiences through our premium products.

As a key team member, you will play a critical role in shaping our customer care function, ensuring that every interaction with our customers reflects our values of quality, empathy, and trust.

Key Responsibilities:

  • Leadership & Strategy: Develop and implement the customer service vision, policies, and SOPs aligned with our values.
  • Lead, mentor, and inspire the Customer Experience team, fostering a culture of accountability and excellence.
  • Set and track service KPIs to monitor quality, efficiency, and customer satisfaction.
  • Cross-Functional Collaboration: Partner with Product, Marketing, Sales, and Logistics to act on customer feedback and improve offerings.
  • Represent the voice of the customer in leadership meetings, influencing decisions on product design, policies, and communication.
  • Data-Driven Insights & Process Improvement: Analyze trends in customer queries, complaints, and satisfaction levels to inform strategic changes.
  • Implement tools, training, and processes to increase team efficiency and improve first-contact resolution rates.

What We're Looking For:

  • A proven track record (8–10 years) in leading customer care operations, preferably in D2C, premium retail, or e-commerce sectors.
  • Strong leadership, coaching, and interpersonal skills.
  • Excellent communication skills in English; multilingual proficiency is a plus.
  • Data-driven decision-making with strong problem-solving abilities.

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