Head of customer experience

Role Objective Luxury Personified is seeking a mission-driven, process-oriented Head of After-Sales Service to revamp and lead its customer experience and service operations across India. This leader will be responsible for transforming a fragmented and under-optimized function into a high-performance, scalable, and brand aligned service ecosystem. The ideal candidate is strategic yet hands-on, with the passion to create lasting processes and systems that support luxury-brand-level customer experiences, while achieving operational efficiency. Key Responsibilities 1. Service Strategy & Process Design • Build, implement, and continuously improve SOPs, SLAs, and escalation matrices for all service touchpoints (call centre, email, walk-in, etc.) • Design scalable systems to ensure uniform service quality across Ecommerce, LFR, and High Street retail channels • Develop brand-aligned service experiences that meet the expectations of premium customers. 2. Customer Support Operations (Voice, Email, Digital) • Overhaul the current call centre and digital support operations to ensure nominal calls and scripts & ensure follow-ups. • Implement workforce management, intelligent call routing, and robust ticketing solutions • Collaborate with tech and product teams to refine customer interfaces (IVR, Whats App, web forms, etc.) 3. Team Leadership & Performance Management • Lead, coach, and mentor a diverse team of agents, regional service engineers, and customer support executives • Define KPIs (CSAT, FCR, NPS, missed call ratio) and set agent-level performance standards • Identify training needs and foster a culture of ownership and accountability with focal point being customer centricity. 4. Vendor & Partner Management • Evaluate and manage relationships with 3rd-party service centres, logistics partners, call centre vendors • Establish clear SLAs with external distributors and service partners, especially for high-street retail networks. 5. Analytics, Reporting & CX Improvement • Own the service data stack: performance dashboards, RCA reports, call audit outcomes, and customer feedback loops • Identify and eliminate bottlenecks by using available tools. • Reporting periodically to the relevant stack holders. • Drive insights-led interventions to reduce service response time and increase After Sales Service CSAT. 6. Stakeholder Collaboration • Collaborate cross-functionally with Partners, Sales Teams, Marketing Teams and Warehouse Teams to ensure end-to-end service readiness • Serve as the voice of the customer internally and influence business and product decisions accordingly. Key Deliverables (First 6 Months) • Call-to-resolution ratio improvement by 70% • Revamp the craft the SOPs for all service channels and brand categories • Implementation of a centralized CRM + ticketing system & IVR/WA solution. • Creation of a scalable, documented service framework that can support future brand expansions. Must-Have: • 10+ years of experience in managing service operations, ideally in luxury/premium electronics. • Proven success in building or restructuring service functions at a regional or national level. • Strong operational command over call centre KPIs, workforce management, and CRM systems. • Deep understanding of consumer expectations in the luxury segment. • Track record of cross-functional leadership and change management. Preferred: • Experience in D2 C or omnichannel brands • Exposure to tools like Smart Flow, Salesforce CRM or similar • Lean Six Sigma or service quality certifications • Fluency in English, Hindi (other regional languages a plus) • Ability to articulate well in English. Personal Attributes • Relentless problem-solver with a builder’s mindset • Comfortable in high-ambiguity and entrepreneurial environments • Empathetic and customer-first in thinking, yet data-obsessed and execution-focused • Strategic thinker with a strong bias for action • Hands-on operator who’s not afraid to “break his head” to build something lasting. Why Join Luxury Personified? At Luxury Personified, you will be part of a fast-growing company shaping the future of luxury electronics retail in India. This is a rare opportunity to design and lead the entire service backbone for some of the world’s most aspirational brands, in a dynamic and evolving market.