Job Title

JOB DESCRIPTION: SENIOR CUSTOMER EXPERIENCE MANAGER | ANDAMEN️ COMPANY DESCRIPTION Andamen is amongst India’s leading men’s bridge-to-luxury DTC fashion brand, known for our timeless designs, premium craftsmanship, and commitment to delivering an exceptional customer experience. Launched in 2016, we have over two lakh customers, and operate in six product categories and 6 digital distribution channels.Our e-commerce platform is our largest channel, and we’re looking for a Head of CX who can support and also drive the hyper growth the channel is achieving (by leading efficient operations and driving revenue) while making every customer feel genuinely seen and valued.Andamen is part of the Impulse Group, one of India’s leading fashion supply chain companies.Impulse provides comprehensive design-to-delivery supply chain services to a global fashion brands and retailers including ASOS, SuperDry, Next, Paul Smith, Shinsegae (Samsung Group), Walmart, Amazon, Myntra. The product categories include apparel, accessories, footwear, leather garments, home furnishings, costume jewellery and hard goods. Founded in 1982, Impulse has over 400 employees across India, Bangladesh, UK, Korea, USA, Canada.DESCRIPTION Lead Andamen’s customer experience vision: designing, executing, and optimising every touchpoint across customer purchase and lifecycle journeys. You’ll own the balance betweenworld-class service ,operational efficiency , andrevenue-driving retention , embedding our brand ethos (“World-Class, Indian at Heart”) into every interaction.This is abuilder role . You’ll inherit a functional base but will be expected toredesign processes, implement new tech, and build a culture where every team member is a brand ambassador .The role reports directly to the Founder and CEO.KEY RESPONSIBILITIES CX Strategy & Leadership Define and execute a2-3 year CX roadmapaligned with brand, retention, and profitability goals. OwnNPS, CSAT, First Contact Resolution (FCR) , repeat purchase rate, and CX-driven revenue targets. Champion the voice of the customer at the leadership table, influencing product, marketing, and ops.Operational Excellence Overseecustomer support channels(voice, WhatsApp, email, chat, social DMs, in-store escalations). ImplementSLA-driven processesfor response, resolution, escalation and re-delight. Drive efficiency throughprocess automation, self-service portals, AI/chatbot integration .Team Building & Development Lead, build, mentor and scale amulti-layered CX team(managers, associates, QA specialists). Build aQA and training functionto ensure consistent, brand-aligned service delivery.Data & Insights UseCX analyticsto identify friction points and revenue opportunities. ImplementVOC (Voice of Customer) loopswith product and merchandising teams. Present monthly CX performance dashboards with actionable insights.Retention & Loyalty Partner with CRM and marketing teams toreduce churn and increase CLV . Leverage post-purchase touchpoints for upsell/cross-sell opportunities without hurting brand trust.Technology & Tools Own selection, configuration, and ROI ofCX platforms(OMS, helpdesk, AI tools). Drive integrations with website, logistics, order management, and payment systems for seamless updates.✅ KEY QUALIFICATIONS 7-10 yearsin customer experience/service leadership inpremium/luxury retail, e-commerce, or hospitality . Proven track record inestablishing andscaling CX functionswhile driving measurable business outcomes, makingCX a growth lever, not just a cost centre . Comfortable building from scratch in a fast-paced environment, hands-on withCX and ecommerce metrics and tools(Gorgias, Zendesk, Shopify, EasyEcom, Return Prime, etc.). Can marry brand and business, strategy and operations, and designworld-class standardswithIndian market realities . Strong cross-functional abilities: work with tech, marketing, finance, and ops. Empathy-driven leadership with high people management capability.WHY JOIN US Opportunity to scale your role to anAVP level in 2-3 years . Competitive salary and PLIs(Performance-Linked Incentives). Be part of afast growing, ambitious fashion branddefining Indian design on a global stage and capturing market share in India’s premium+ to bridge-to-luxury segment. Work with a highlyentrepreneurial, mission-drivenfounding team. Own the entire function end-to-end,operate with autonomy,speed, and data-led decision-making. We have avery high paced, collaborative work culturefocussed on results, not attendance, with ample room for innovation. We’re building one of India’s most admired bridge-to-luxury brands, where every interaction reflects our ambition and soul.You’ll flourish if you truly desire crafting world-class, Indian-at-heart experiencesthat inspire loyalty, trust, and pride.