Customer Experience Lead

You are a Customer Experience Lead at Swageazy, responsible for overseeing the entire client experience from onboarding to delivery. Your role involves collaborating with various teams such as Design, Operations, Sales, Marketing, Tech, and Data to ensure a seamless and delightful customer journey. As the internal advocate for the customer, you translate insights into actionable solutions and identify workflow bottlenecks for process optimization. Your creative ideas will elevate touchpoints and strengthen client relationships, focusing on satisfaction and loyalty. You will track and report on customer satisfaction metrics to drive continuous improvement. Key Responsibilities: - Oversee the entire client experience from onboarding and order design to packaging and delivery. - Collaborate with Design, Operations, Sales, Marketing, Tech, and Data Teams for a seamless customer journey. - Act as the voice of the customer by translating insights into actionable solutions. - Identify workflow bottlenecks and co-create smoother systems across teams. - Introduce creative ideas to elevate touchpoints and strengthen client relationships. - Track, analyze, and report on customer satisfaction metrics. Qualifications Required: - Excellent communication, problem-solving, and relationship management skills. - Strong project management and cross-functional coordination abilities. - Analytical mindset with attention to process and detail. - Empathy-driven and customer-obsessed approach. - Proficiency in CRM and workflow tools (HubSpot, Notion, or similar). - Experience in B2B, corporate gifting, or D2C e-commerce. - Degree in Business, Marketing, or related field. - 4-7 years of experience in Customer Success, Client Experience, or Program Management. - Prior exposure to working in cross-functional startup environments. Why Swageazy : - Opportunity to build experiences, not just manage clients. - Exposure across design, tech, and operations for a true 360 view of gifting magic. - Fast-paced, collaborative culture that values creativity and ownership. - ESOPs for key contributors because ownership matters. - Be part of a company turning corporate gifting into an art form. Work Location: Sector 63, Gurugram,