Customer Experience Lead

2 days ago

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

We are looking for a Customer Experience Lead who can own the end-to-end client journey from onboarding to project delivery ensuring every interaction reflects excellence, empathy, and efficiency. The ideal candidate combines strong communication, project management, and problem-solving skills with a deep passion for customer satisfaction.

Key Responsibilities

- Lead the customer experience team to deliver seamless post-sales execution and client servicing.
- Manage end-to-end project execution for corporate gifting and custom solutions ensuring timely deliveries and top-quality outcomes.
- Build and maintain strong client relationships, understanding business needs and proactively offering solutions.
- Collaborate closely with sales, design, operations, and finance teams to ensure a smooth project flow.
- Track customer satisfaction metrics (CSAT/NPS) and identify improvement areas.
- Handle client escalations with empathy and ownership, ensuring quick resolution.
- Drive a customer-obsessed culture within the organization.

Requirements

  • 7 - 8 years of experience in customer success, project management, or client servicing, preferably in B2B / corporate gifting / marketing services.
  • Excellent communication and interpersonal skills with a customer-first mindset.
  • Strong organizational and problem-solving abilities.
  • Ability to work cross-functionally with multiple teams.
  • Proven record of handling high-value clients and delivering exceptional results.

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