Customer Experience Manager

Job Requirements

The Client Retention & CX role is responsible for enabling the delivery of repeat business for Zoya (300 Cr in FY27) across India by building a deep understanding of clients through an N=1 approach, planning and driving interventions through boutiques or centrally to enhance stickiness and provide insights to category and marketing teams resulting in lower dormancy and higher winback. The role also requires personally meeting the top tier consumers (5% of base) and represent the brand at boutique events and key occasions. The right candidate will be passionate about personalisation

Customer Experience: The role will also be the voice of Zoya’s clients at corporate office and will identify key opportunities to delight or key challenges to overcome to improve client experience by influencing people and process. A consumer enthusiast who can zoom in to each consumer and zoom out for actionability at scale with the ability to influence multiple teams for impact.

Work Experience

Behavioural Skills

• Drive for Results
• Clientelling
• Influence for Impact
• Attention to Detail

Knowledge

• Retail Experience in Luxury / Fashion Lifestyle
• Business Acumen
• Vendor management