Job Title

Work Exp: Minimum 7 years in customer experience, e-commerce role, with a proven track record of leading a team in Nutrition, pharma, FMCG, or D2C sectors.Role & Responsibilities:Strategy & Process Improvement:- Develop and implement a comprehensive customer experience strategy to reduce friction points, increase satisfaction, and drive customer loyalty. - Oversee customer interactions across all channels (email, chat, social media, calls, WhatsApp), ensuring a consistent brand voice and experience.Operations & Logistics Coordination:- Coordinate closely with the logistics, warehousing, and operations teams to ensure timely and accurate order fulfillment, manage carrier performance, and handle delivery escalations effectively. - Work closely with Product Category, Tech Support, Operations, and Marketing to resolve systemic issues - Support campaigns and launches with seamless CX planning and execution.Revenue Enablement:- Design and implement processes for cross-selling and upselling during customer support interactions. - Train the CX team to identify revenue opportunities while maintaining a service-first mindset. - Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings.Data Analysis & Insights:- Monitor key performance indicators (KPIs) such as CSAT, Net Promoter Score (NPS), First Response Time (FRT), and resolution rates. - Use data to identify root causes of issues and share actionable insights with product, marketing, and supply chain teams to prevent recurrence.Tooling & Automation:- Select, implement, and optimize customer support tools and CRM platforms to enhance efficiency, incorporate self-service options (like automated tracking updates), and manage workflows.Policy & Compliance:- Design and enforce clear, fair customer service policies (returns, refunds, replacements) that align with legal requirements and brand values.Qualification: Minimum Graduation.Desire Candidate Profile:- Analytical Skills: Strong ability to interpret customer data, identify trends, and make data-driven decisions. - Communication: Exceptional written and verbal communication skills, with the ability to de-escalate situations and articulate complex issues clearly to stakeholders at all levels. - E-commerce/Logistics Knowledge: A deep understanding of the e-commerce fulfillment lifecycle, from order placement to delivery, including 3PL (third-party logistics) management and inventory basics. - Problem-Solving: Excellent problem-solving skills and the ability to drive continuous improvement initiatives. - Technical Proficiency: Hands-on experience with CRM systems, helpdesk software, and e-commerce platforms (Shopify experience preferred).