Exceptional Customer Experience Leader

1 day ago

Pune, Maharashtra, India beBeeLeadership Full time ₹ 9,00,000 - ₹ 12,00,000

About us

We aim to provide exceptional customer experiences through our leadership and team. Our goal is to enable customers to achieve their best cooking experiences by creating thoughtfully crafted, user-centric products.

Role Overview

This role involves managing customer service operations, setting the vision, strategy, and standards for delivering exceptional customer experiences. The successful candidate will supervise a team of Customer Experience specialists, develop best-in-class service processes, analyze feedback for continuous improvement, and ensure that every customer interaction reflects our brand values of quality, empathy, and trust.

Key Responsibilities

Leadership & Strategy

  • Develop and implement the customer service vision, policies, and SOPs aligned with our brand 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.

Customer Experience Excellence

  • Ensure quick, empathetic, and effective resolution of customer concerns across calls, WhatsApp, email, social media, and marketplaces.
  • Oversee escalation management and ensure timely resolutions.
  • Maintain high service standards for returns, exchanges, and repairs.

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.

People Management & Development


• Recruit, train, and retain top talent in the Customer Care team.

• Conduct regular performance reviews and identify growth opportunities for team members.

We're Looking For


• 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.


• Ability to thrive in a fast-paced, high-growth environment.

Why Join Us?


• Lead the customer care function of a growing premium cookware brand.


• Opportunity to directly shape customer experiences and brand perception.


• Work in an innovation-driven, customer-first culture.

Apply Now

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