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Customer Experience Lead

Customer Experience Lead

Plural Hire

5 years

5 - 8 Lacs

chennai tamil nadu india

Posted:2 days ago| Platform:

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Skills Required

service communication chat drive marketing engagement routing training analyze report empathy crm integrity management development support

Work Mode

On-site

Job Type

Full Time

Job Description

Note - Hiring for a Client into Lifestyle Retail.This is a 6 days work week role.

About The Role

We’re looking for a polished and energetic

Customer Experience Lead

to elevate the digital and offline customer experience for a luxury lifestyle brand in Chennai. The ideal candidate brings service excellence, maturity, and communication finesse from high-touch industries such as hospitality, aviation, or premium retail.You’ll be the face of our brand — engaging customers across multiple channels, leading consultative sales conversations, and ensuring every interaction reflects our brand’s luxury standards.

Key Responsibilities

Act as the primary contact for customers via email, chat, WhatsApp, and calls, ensuring an elevated, personal experience.
Drive consultative sales conversations for watches, eyewear, and lifestyle accessories.
Coordinate with marketing and partner teams for campaign-based engagement (CTWA flows).
Manage WATI setup, routing, and escalations (training provided).
Analyze customer interactions and report on service quality and ROI.
Mentor and guide the Customer Experience Associate for consistent service excellence.
Handle HNI and celebrity customers with utmost discretion and professionalism.

What We’re Looking For

3–5 years of experience in hospitality, lifestyle retail, or aviation.
Exceptional communication and interpersonal skills.
Ability to handle premium clientele with professionalism and empathy.
Experience in consultative or high-touch customer engagement.
Comfortable using digital tools like WhatsApp Business, email, or CRM systems.
Vibrant, polished presence with high integrity and service orientation.

Skills: customer lifecycle management,wati,email,retail,business development,store,marketing,hni,luxury brand marketing,hospitality industry,sales,customer support,aviation,d2c,digital,customer experience,whatsapp,social media,luxury lifestyle,hospitality management,communication,b2c

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Customer Experience Lead