Customer Experience Lead

4 days ago

Gurgaon, Haryana, India Precious Pet Services Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Key Responsibilities/What You Will Do


• Lead the HUFT Way: Inspire and guide the customer service team to embody empathy, warmth,

and problem-solving in every interaction.


• Pet Parent First: Create service protocols and tone of voice that reflect what pet parents truly

need from reassurance to expert guidance.


• Service Excellence: Define KPIs around response time, first-contact resolution, and customer

delight but always balanced with compassion over scripts.


• Training & Coaching: Regularly upskill the team on product knowledge, pet-parent psychology,

and emotional intelligence.


• Customer Insights: Capture customer feedback and translate it into actionable insights for

product, retail, and brand teams.


• Innovation in Care: Explore new channels (WhatsApp, social, community platforms) to engage

with pet parents where they are, with warmth and agility.

What We're Looking For


• A pet parent who deeply understands the bond between pets and families.


• 8–12 years of experience in customer experience / customer service leadership.


• Proven ability to design and execute customer-first strategies.


• Strong communication and people-management skills — able to coach with care and

accountability.


• Comfort with data and metrics, but driven by empathy and storytelling as much as numbers.


• Someone who thrives in a fast-paced, purpose-led brand environment.

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