Head of Customer Experience

7 days ago


Gurgaon, Haryana, India Andamen Full time ₹ 12,00,000 - ₹ 36,00,000 per year

JOB DESCRIPTION: SENIOR CUSTOMER EXPERIENCE MANAGER | ANDAMEN

 COMPANY DESCRIPTION

Andamen is amongst India's leading men's bridge-to-luxury DTC fashion brand, known for our timeless designs, premium craftsmanship, and commitment to delivering an exceptional customer experience. Launched in 2016, we have over two lakh customers, and operate in six product categories and 6 digital distribution channels.

Our e-commerce platform is our largest channel, and we're looking for a Head of CX who can support and also drive the hyper growth the channel is achieving (by leading efficient operations and driving revenue) while making every customer feel genuinely seen and valued.

Andamen is part of the Impulse Group, one of India's leading fashion supply chain companies.

Impulse provides comprehensive design-to-delivery supply chain services to a global fashion brands and retailers including ASOS, SuperDry, Next, Paul Smith, Shinsegae (Samsung Group), Walmart, Amazon, Myntra. The product categories include apparel, accessories, footwear, leather garments, home furnishings, costume jewellery and hard goods. Founded in 1982, Impulse has over 400 employees across India, Bangladesh, UK, Korea, USA, Canada.

 ROLE DESCRIPTION

Lead Andamen's customer experience vision: designing, executing, and optimising every touchpoint across customer purchase and lifecycle journeys. You'll own the balance between 
world-class service

operational efficiency
, and 
revenue-driving retention
, embedding our brand ethos ("World-Class, Indian at Heart") into every interaction.

This is a 
builder role
. You'll inherit a functional base but will be expected to 
redesign processes, implement new tech, and build a culture where every team member is a brand ambassador
.

The role reports directly to the Founder and CEO.


 
KEY RESPONSIBILITIES

CX Strategy & Leadership

  • Define and execute a 
    2-3 year CX roadmap
     aligned with brand, retention, and profitability goals.
  • Own 
    NPS, CSAT, First Contact Resolution (FCR)
    , repeat purchase rate, and CX-driven revenue targets.
  • Champion the voice of the customer at the leadership table, influencing product, marketing, and ops.

Operational Excellence

  • Oversee 
    customer support channels
     (voice, WhatsApp, email, chat, social DMs, in-store escalations).
  • Implement 
    SLA-driven processes
     for response, resolution, escalation and re-delight.
  • Drive efficiency through 
    process automation, self-service portals, AI/chatbot integration
    .

Team Building & Development

  • Lead, build, mentor and scale a 
    multi-layered CX team
     (managers, associates, QA specialists).
  • Build a 
    QA and training function
     to ensure consistent, brand-aligned service delivery.

Data & Insights

  • Use 
    CX analytics
     to identify friction points and revenue opportunities.
  • Implement 
    VOC (Voice of Customer) loops
     with product and merchandising teams.
  • Present monthly CX performance dashboards with actionable insights.

Retention & Loyalty

  • Partner with CRM and marketing teams to 
    reduce churn and increase CLV
    .
  • Leverage post-purchase touchpoints for upsell/cross-sell opportunities without hurting brand trust.

Technology & Tools

  • Own selection, configuration, and ROI of 
    CX platforms
     (OMS, helpdesk, AI tools).
  • Drive integrations with website, logistics, order management, and payment systems for seamless updates.

 KEY QUALIFICATIONS

  • 7-10 years
     in customer experience/service leadership in 
    premium/luxury retail, e-commerce, or hospitality
    .
  • Proven track record in 
    establishing and
     
    scaling CX functions
     while driving measurable business outcomes, making 
    CX a growth lever, not just a cost centre
    .
  • Comfortable building from scratch in a fast-paced environment, hands-on with 
    CX and ecommerce metrics and tools
     (Gorgias, Zendesk, Shopify, EasyEcom, Return Prime, etc.).
  • Can marry brand and business, strategy and operations, and design 
    world-class standards
     with 
    Indian market realities
    .
  • Strong cross-functional abilities: work with tech, marketing, finance, and ops.
  • Empathy-driven leadership with high people management capability.


 
WHY JOIN US

  • Opportunity to scale your role to an
    AVP level in 2-3 years
    .
  • Competitive salary and PLIs

(Performance-Linked Incentives).
- Be part of a
fast growing, ambitious fashion brand
defining Indian design on a global stage and capturing market share in India's premium+ to bridge-to-luxury segment.
- Work with a highly
entrepreneurial, mission-driven
founding team.
- Own the entire function end-to-end,
operate with autonomy,
speed, and data-led decision-making.
- We have a
very high paced, collaborative work culture
focussed on results, not attendance, with ample room for innovation.
- We're building one of India's most admired bridge-to-luxury brands, where every interaction reflects our ambition and soul.
You'll flourish if you truly desire crafting world-class, Indian-at-heart experiences
that inspire loyalty, trust, and pride.



  • Gurgaon, Haryana, India Weekday AI Full time ₹ 3,00,000 - ₹ 7,00,000 per year

    This role is for one of the Weekday's clientsSalary range: Rs Rs ie INR 30-70 LPA)Min Experience: 5 yearsLocation: Gurugram, NCRJobType: full-timeWe are seeking a highly motivated and customer-centric professional to join our leadership team as Customer Experience Head. This role is pivotal in shaping, managing, and elevating the customer experience journey...


  • Gurgaon, Haryana, India Weekday AI Full time ₹ 3,00,000 - ₹ 7,00,000 per year

    This role is for one of the Weekday's clientsSalary range: Rs Rs ie INR 30-70 LPA)Min Experience: 5 yearsLocation: Gurugram, NCRJobType: full-time We are seeking a highly motivated and customer-centric professional to join our leadership team as Customer Experience Head. This role is pivotal in shaping, managing, and elevating the customer experience...


  • Gurgaon, Haryana, India DailyObjects Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    RoleDailyObjects is a design-led lifestyle and tech accessories brand for people who live intentionally. From phone cases to bags, desk mats to watchbands, we create products that elevate everyday moments - with utility, aesthetics, and innovation built into every detail. As we scale our omnichannel presence across online, offline, and partner retail, we're...

  • Head Customer Delight

    4 weeks ago


    Gurgaon, Haryana, India Michael Page Full time

    The Head Customer Delight is responsible for driving customers experience and implementing strategies to enhance customer satisfaction The Head - Customer Delight will be responsible for the following End to end ownership for Top B2B customer s service experience Driving key customer KPIs repeat fault rate MTTR Raw SLA Interfacing customers and...


  • Gurgaon, Haryana, India Airtel Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Head Service Experience ( Broadband - Non Network)Eliminate failures leading to poor experience – bringing down customer's interactions across all channels. Digitizing customers' life cycle journeys to increase self-serve, therefore bring down interactions at assisted channels. Manage Experience & GTM for new system integration (BSS, OSS, FX, NMS,...


  • Gurgaon, Haryana, India Airtel Full time ₹ 8,00,000 - ₹ 25,00,000 per year

    Customer Service Head Responsible to close escalation received from RBI Sharing RCA with central team for escalations Follow-up with internal stake holder to fix the issue identified in escalation (If any) Keeping track of all escalation and Responsible for attending RBI meeting & representing bank Managing CGO's Responsible for closing...


  • Gurgaon, Haryana, India Dap Automobiles Private Limited Full time ₹ 4,80,000 per year

    Job Title: Customer Experience Manager (CXM) – Automotive IndustryLocation: GurgaonDepartment: Customer Experience SalesReports To: Head of Customer Experience / General ManagerEmployment Type: Full-timeJob Summary:As a Customer Experience Manager (CXM) in the automotive industry, you will be responsible for designing, managing, and enhancing the...

  • Customer Experience

    5 days ago


    Gurgaon, Haryana, India MakeMyTrip Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    About The OpportunityRole: Customer Experience - Post Sales OperationsLevel: Senior Manager/ Associate DirectorReporting To: Director - Customer ExperienceLocation: GurgaonAbout The FunctionOur Customer Experience team is dedicated to elevating every interaction with our customers. By enhancing customer satisfaction, minimizing customer effort, and driving...

  • Customer Experience

    7 days ago


    Gurgaon, Haryana, India AGRIM Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    About AGRIMAGRIM is a fast-growing B2B agri-inputs marketplace, redefining how agri-retailers and farmers access quality products. We are scaling rapidly and looking for aCustomer Experience Leadto own and drive our CX charter end-to-end.Role OverviewWe are seeking a highly customer-obsessed professional to lead AGRIM'sCustomer Experience agenda. This is...

  • Customer Experience

    1 week ago


    Gurgaon, Haryana, India OneBanc Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    About Us:OneBanc is a neo-bank, building the economic infrastructure for the workforce of India. The idea of OneBanc started when a young girl asked Vibhore, a serial entrepreneur, why the money in her piggybank never grew. Adopting this philosophy of #DemandMore, OneBanc connects enterprises, banks, and HR Tech platforms to enhance value for all...