Manager Head of Customer Experience

Bengaluru, Karnataka, INPosted 9 weeks ago

Role Overview

QUANTEAN is hiring a director-level Manager Head of Customer Experience. This is a full-time role in Bengaluru. Part of QUANTEAN's Brand hiring. Full responsibilities, required qualifications, and the apply link are listed in the description below.

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Job Description

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 personalized 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

Pay: Up to ₹2,500,000.00 per year

Benefits

Life insurance
Paid time off
Provident Fund

Education

Bachelor's (Required)

Experience

within luxury, gold, jewellery or retail industry: 8 years (Required)

Language:

English (Required)

Work Location: In person

About QUANTEAN

QUANTEAN

quantean.com

BrandOn-site

All open roles at QUANTEAN Visit website

Frequently Asked Questions

How do I apply for the Manager Head of Customer Experience position at QUANTEAN?

Use the Apply button above to submit your application directly to QUANTEAN. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.

Where is the Manager Head of Customer Experience position at QUANTEAN located?

This position is based in Bengaluru. QUANTEAN has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.

What does a Manager Head of Customer Experience at QUANTEAN earn?

QUANTEAN has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.

When was the Manager Head of Customer Experience role at QUANTEAN posted?

This role was posted on April 20, 2026 (66 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.

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