Manager Head of Customer Experience

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