Head of Customer Experience

2 days ago

Bengaluru, Karnataka, India White Gold Full time

Job Description: Head of Customer Experience

Industry: Gold & Jewellery

Experience Required: Minimum 8+ years in Customer Experience/CRM/Service Excellence within the Gold/Jewellery or Luxury Retail Industry

Location: Bangalore

Position Summary

The Head of Customer Experience will be responsible for designing, implementing, and driving a unified customer experience strategy across all touchpoints including retail stores, service centres, digital platforms, and post-purchase channels. This role ensures premium customer service, brand consistency, customer satisfaction, retention, and overall service excellence in line with luxury gold retail standards.

Key Responsibilities

1. Customer Experience Strategy

  • Develop and implement end-to-end customer experience strategy across all customer touchpoints.
  • Establish service excellence standards tailored to the gold and jewellery industry.
  • Design customer journey maps for walk-in, digital, and after-sales processes.

2. Retail & Showroom Experience Management

  • Monitor showroom customer handling quality including greetings, consultation, product explanation, and sales etiquette.
  • Ensure customer-centric behavior across sales teams; drive consistent service standards across all branches.
  • Implement store audit formats focused on customer experience KPIs.

3. Customer Service Operations

  • Oversee customer service desk operations, grievance redressal, returns, repairs, and exchange experience.
  • Manage escalations and ensure timely resolution in line with brand policies.
  • Develop SOPs for customer interactions, service recovery and complaint handling.

4. Customer Feedback & Insights

  • Implement customer satisfaction tools such as NPS, mystery audits, store feedback systems, and digital surveys.

* Analyze customer feedback data to derive insights and improvement plans.

  • Present monthly CX dashboards to leadership.

5. Digital & Omni-Channel Experience

  • Collaborate with e-commerce, marketing and CRM teams to ensure seamless online and offline customer experience.
  • Improve digital journey including website, WhatsApp, social media and customer helpdesks.
  • Integrate CRM tools for personalised service and loyalty programs.

6. Training & Development

  • Conduct regular training for staff on soft skills, product communication, upselling etiquette, grievance handling, and luxury retail service.
  • Create customer handling scripts and communication guidelines.

7. Process Improvement & Quality Assurance

  • Standardize processes for customer interactions across all stores and service units.
  • Identify service gaps and implement continuous improvement initiatives.
  • Ensure compliance with industry standards, company policies and ethical practices in gold retail.

8. Team Leadership

  • Lead and mentor the customer experience & service team across regions.
  • Drive high performance, accountability, and service-oriented culture.
  • Set KPIs for team members and monitor performance.

Key Skills & Competencies

Strong understanding of gold/jewellery retail operations and customer service cycles.

Excellent communication, interpersonal and conflict-resolution skills.

Customer journey mapping and process optimization.

Experience with CRM tools, NPS, and customer analytics.

Ability to handle VIP customers and large-scale service operations.

Leadership, stakeholder management and cross-functional coordination.

High emotional intelligence and luxury service orientation.

Qualification

Bachelors Degree (Business, Retail, Marketing or related field).

Masters degree/MBA preferred.

Minimum 8+ years of relevant experience in customer experience/customer service within luxury, gold, jewellery or retail industry.

  • Head of Customer Experience

    2 hours ago

    Bengaluru, Karnataka, India InterLayer (EF F25) Full time

    Company DescriptionInterLayer is an Applied AI research and product lab working at the frontier of intelligent interfaces, human-like agents, and autonomous customer experiences. We are replacing traditional UI- and human-led customer interactions across support, demos, onboarding, and training with agentic systems.Role DescriptionWe are seeking a Head of...

  • Head of Customer Service

    1 week ago

    Bengaluru, Karnataka, India Lifetime Health Full time

    Job Title: Head of customer serviceCompany: Lifetime HealthLocation: Jayanagar BangaloreSalary : As per your previous drawn and expertiseEmployment Type: Full-TimeAbout Us:LifetimeHealth is a leading provider of home healthcare services, specializing in nursing and physiotherapy. We are committed to delivering high quality, compassionate care to our...

  • Head of Mobile Experience

    3 days ago

    Bengaluru, Karnataka, India Search Advisers Services Guj Full time

    Role & responsibilitiesWe are looking for a Head of Mobile Experience to join our the WEB and Mobile team who is passionate about building the future journey of our full mobile experience. Looking for someone who wouldHave an impressive background in executing global business-to-business (B2B) Ecommerce, Brand marketing, digital transformations and marketing...

  • Head of Customer Success

    2 days ago

    Bengaluru, Karnataka, India SuperAGI Full time

    About Us:SuperAGI is pioneering the future of Artificial General Intelligence with groundbreaking research and innovative AI products. Our mission is to transform the future of applications through intelligent, autonomous solutions that drive unparalleled efficiency and growth. We are building a world where AI and human intelligence collaborate seamlessly to...

  • Site Quality Head

    5 days ago

    Bengaluru, Karnataka, India The businesses of Merck KGaA, Darmstadt, Germany Full time

    The Manufacturing Site Quality Head plays a pivotal role in shaping the strategic direction of the organization by ensuring that all products meet the highest standards of quality and compliance. This position directly impacts the company's reputation, operational efficiency, and regulatory standing in the highly competitive pharmaceutical industry. By...

  • Head of Customer Success

    1 week ago

    Bengaluru, Karnataka, India, Karnataka SuperAGI Full time

    About Us:SuperAGI is pioneering the future of Artificial General Intelligence with groundbreaking research and innovative AI products. Our mission is to transform the future of applications through intelligent, autonomous solutions that drive unparalleled efficiency and growth. We are building a world where AI and human intelligence collaborate seamlessly to...

  • Head – Programs

    2 days ago

    Bengaluru, Karnataka, India Blue Genes Research (BGR) Full time

    Head – Programs & Projects / Head of PMOLocation: Bengaluru | Industry: Aerospace, Defence, SpaceBGR-Global (Blue Genes Research) is a specialist executive search and talent advisory firm focused on mid-to-senior and leadership hiring for high-technology, manufacturing, and engineering-led organizations across India and global markets. For this mandate,...

  • Head of Interior Experience and Hygiene

    2 days ago

    Bengaluru, Karnataka, India VRL LOGISTICS LTD Full time

    Company DescriptionVijayanand Roadlines Private Limited is a one of the largest players in the passenger travel sector with more than 300 branches and a large fleet of buses operating routes across six different states and UTs in India. Being the travels arm of the VRL group companies, we focus on bringing the best of passenger services for the benefit of...

  • Lead UIUX Designer

    7 days ago

    Bengaluru, Karnataka, India Customer Capital Full time

    Lead / Senior UI/UX DesignerAbout UsAt Customer Capital, we've built Staccs — captive commerce platforms that power loyalty-driven marketplaces for global banks, airlines, and brands. From travel and e-commerce to gift vouchers and financing, we help our clients turn their digital real estate into engagement engines.What You'll Do• Design end-to-end B2C...

  • Area Head

    7 days ago

    Bengaluru, Karnataka, India Okbima Full time

    Company Description is a premier virtual insurance marketplace dedicated to simplifying the process of selecting insurance plans. We provide a comprehensive platform for users to compare and analyze top-tier insurance policies from leading insurers. Our mission is to empower individuals with the tools and information needed to make informed decisions about...