Job Description – Head – Customer Service & Customer Experience
Industry: Luxury Retail - Fashion / Designer Wear/ Watches/ Jewellery
Experience: 10–15 Years
Education: Graduate or Master's degree from a reputed university
Work Location:
About the Role
We are looking for an experienced and customer-centric Head – Customer Service & Customer Experience to lead our customer service function and ensure an exceptional, personalized, and premium experience for our customers.
The ideal candidate should have 10–15 years of experience in luxury retail/premium fashion/designer wear/ luxury watches/ jewellery – managing & leading customer service function for the organisation. The candidate should have excellent communication and interpersonal skills, along with proven track records of using latest technology, tools & dashboards/ metrics to enhance customer experience through a highly motivated customer service team . The candidate will be responsible for driving customer happiness, service excellence, customer loyalty, and relationship management, while leading and developing a high-performing customer service team.
Key Responsibilities
- Lead and oversee the complete Customer Service & Customer Experience function across all customer touchpoints, i.e. website, app, insta/ fb, retail stores.
- Ensure a consistent, personalized, and premium customer experience aligned with luxury brand standards.
- Drive initiatives to improve customer satisfaction, customer loyalty, retention, and repeat business. Have metrics in place to track & improve these parameters via dashboards, using latest tech/ tools.
- Handle and resolve customer complaints, escalations, and sensitive customer situations, including VIP and high-value customers.
- Ensure timely and professional resolution of customer queries related to orders, deliveries, returns, exchanges, refunds, and after-sales service.
- Establish and monitor SOPs, SLAs, service standards, and escalation processes to ensure service excellence.
- Monitor customer interactions and ensure the team consistently demonstrates professionalism, empathy, and a solution-oriented approach.
- Lead, mentor, train, and develop the customer service team to build a strong customer-first culture.
- Analyze customer feedback and recurring complaints to identify service gaps and recommend improvements.
- Prepare and present regular reports on customer service performance, customer feedback, and key experience metrics to senior management.
- Work closely with relevant internal teams to ensure effective resolution of customer concerns and a seamless customer journey.
- Act as the Voice of the Customer and bring customer insights into business discussions and decision-making.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- First Contact Resolution (FCR)
- Average Customer Response Time
- Average Resolution Time
- Complaint Resolution Rate
- Escalation Rate & Escalation Closure Time
- Customer Service SLA Adherence
- Customer Feedback & Service Quality Scores
- Customer Retention & Loyalty
Mandatory Skills & Experience
- 10–15 years of relevant experience, preferably in luxury retail, premium fashion, designer wear, or high-end customer service.
- Proven experience in leading and managing customer service/customer experience teams.
- Excellent verbal and written communication skills with a polished and professional approach.
- Strong understanding of luxury customer expectations and service etiquette.
- Exceptional customer handling, relationship management, and VIP customer management skills.
- Strong ability to manage complaints, difficult customers, and escalations with maturity, empathy, and patience.
- Excellent problem-solving, conflict-resolution, and decision-making abilities.
- Strong team leadership, coaching, mentoring, and people management skills.
- Experience in developing and implementing SOPs, SLAs, and customer service standards.
- Strong analytical skills with the ability to interpret customer feedback and service performance data.
- High emotional intelligence, professionalism, ownership, and a strong customer-first mindset.
Ideal Candidate Profile
The ideal candidate is a mature, articulate, empathetic, and highly customer-focused leader who understands that luxury customer service is about creating trust, building long-term relationships, and delivering a memorable experience—not just resolving complaints.
Core Focus: Customer Happiness | Customer Experience | Customer Service Excellence | Customer Relationship Management | VIP Customer Handling | Complaints & Escalation Management | Team Leadership | Customer Loyalty & Retention
Pay: ₹100,000.00 - ₹150,000.00 per month
Benefits:
- Paid time off
- Provident Fund
Work Location: In person
