Customer Experience Manager

3 days ago

Chandigarh, Chandigarh, India Theater Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Description: Customer Experience Manager

Location: Chandigarh (CCR)

Company Overview:
Theater is a dynamic and rapidly growing fashion start-up based in India. Our mission is to create India's best design-led, mass-premium western fashion company. At present, Theater specializes in footwear, stockings, bags and fragrances for women.

Position Overview:
The Customer Experience Manager will be responsible for designing and implementing strategies to enhance customer satisfaction, loyalty, and brand reputation. This role will focus on streamlining customer support processes, gathering insights, and driving initiatives that deliver exceptional service.

Key Responsibilities:

1. Customer Service Strategy:

  • Develop and implement customer experience strategies aligned with the brand's goals.
  • Create seamless customer journeys across all touchpoints, from inquiry to post-purchase support.

2. Team Leadership:

  • Lead and mentor the customer support team to ensure timely and effective resolution of queries.
  • Foster a customer-first mindset within the team and across the organization.

3. Feedback and Insights:

  • Gather customer feedback through surveys, reviews, and direct interactions.
  • Analyze feedback data to identify trends and areas for improvement.

4. Process Optimization:

  • Streamline customer service processes for efficiency and accuracy.
  • Implement tools and technology to automate responses and track service metrics.

5. Complaint Resolution:

  • Oversee grievance redressal mechanisms to handle escalations promptly and professionally.
  • Ensure a fair, empathetic, and transparent resolution process.

6. Collaboration and Innovation:

  • Work closely with product, marketing, and operations teams to address customer pain points.
  • Introduce innovative ideas to enhance customer delight and loyalty.

7. Performance Monitoring:

  • Establish KPIs for customer satisfaction (CSAT), Net Promoter Score (NPS), and response times.
  • Track and report performance metrics to leadership.

Qualifications:

  • Bachelor's degree in Business, Communications, or related field.
  • 3+ years of experience in customer experience leadership, preferably within fashion or retail.
  • Strong problem-solving, communication, and interpersonal skills.
  • Proven track record in enhancing customer satisfaction and loyalty.
  • Experience with CRM tools, MS-office and Google Sheets.

Application Process:
Interested candidates may send their CVs to with the following subject line:

"Customer Experience Manager CV "

Theater is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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