Customer Experience Lead - ( From Retail Sector Only)
About Uni Seoul:
Uni Seoul is a growing D2C retail startup dedicated to world-class customer experiences via omnichannel innovation. We're looking for a seasoned leader to own customer success and operations strategy.
Key Responsibilities:
- Manage and mentor customer success/operations teams, ensuring high performance and alignment with goals.
- Lead daily inbound/outbound calls for NDRs, delayed deliveries, and escalations.
- Drive omnichannel customer experiences (WhatsApp, email, calls, social), devising solutions within SOPs and policies.
- Build and optimize customer profiles, retention campaigns, and journey workflows using CRM tools.
- Expertly utilize tools like Sagepilot.ai, Clickpost, Casa Retail, Shopify, and similar for automation and insights.
- Apply problem-solving mindset to resolve complex issues, ensuring policy compliance.
- Multitask strategically across teams, turning data insights (from Google Sheets, CRM analytics) into actionable strategies—letting data drive decisions.
- Oversee KPIs, process improvements, and team performance for retention and satisfaction.
Requirements:
- Other industries (BPO, IT services, banking, etc.) will not be considered
- 1-2 years of experience in customer success, operations, or CX in D2C/e-commerce, with team management exposure.
- Tech-proficient with hands-on use of Sagepilot.ai, Clickpost, Casa Retail, WATI, or equivalents.
- Candidates from
- Exceptional communication for high-volume interactions and leadership.
- Strong multitasking, strategic thinking, and data-driven problem-solving skills.
- Availability for 10 AM - 7 PM shifts, including weekends.
- Immediate joiner.
What We Offer:
- Attractive salary.
- Leadership growth in a startup environment.
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
Application Question(s):
- What is your current CTC?
- What is your expected CTC?
- Do you have experience working in Retail sector?
Work Location: In person
