Experience Manager

2 days ago

Pune, Maharashtra, India beBeeServiceLeader Full time ₹ 20,00,000 - ₹ 26,25,000
Customer Service Excellence Leader

We are seeking a seasoned leader to drive exceptional customer experiences. As a key member of our team, you will be responsible for developing and implementing customer service strategies that meet the highest standards of quality, empathy, and trust.

Key Responsibilities:

  • Develop and execute customer service vision, policies, and procedures aligned with our brand values.
  • Lead and mentor a high-performing Customer Experience team, fostering a culture of accountability and excellence.
  • Establish and track service KPIs to ensure continuous improvement and exceptional customer satisfaction.

Customer Engagement Expertise:

  • Ensure timely, empathetic, and effective resolution of customer concerns across various channels.
  • Oversee escalation management and guarantee prompt resolutions.
  • Maintain the highest service standards for returns, exchanges, and repairs.

Cross-Functional Collaboration:

  • Partner with Product, Marketing, Sales, and Logistics teams to leverage customer feedback and improve offerings.
  • Represent the voice of the customer in leadership meetings, influencing strategic 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 enhance team efficiency and improve first-contact resolution rates.

Leadership & Development:

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

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

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.

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

Why This Role Matters:

Be part of a dynamic organization driving innovation and customer-centricity.

Directly shape customer experiences and brand perception.

Work in an inclusive, growth-oriented culture.

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