Customer Insights & Experience Specialist

About Client

One of India’s most respected and long-established premium menswear brands, known for exceptional craftsmanship, bespoke tailoring, and a legacy of customer trust. Customer centricity, retention, and satisfaction have always been at the core of our business philosophy. We are now deepening our focus on continuous improvement through structured customer feedback and insight-driven decision making.

Role Overview

The Customer Insights & Experience Specialist will be responsible for capturing customer feedback across touchpoints, understanding customer needs and expectations, and providing actionable insights that strengthen customer satisfaction and loyalty. The role requires a blend of consumer empathy, analytical thinking, process discipline, and strong communication skills.

Key Responsibilities

Customer Feedback Management

· Administer feedback collection mechanisms (post-purchase surveys, NPS programs, WhatsApp/email follow-ups, etc.).

· Conduct structured conversations with customers to understand their experience, expectations, and areas of dissatisfaction (if any).

· Gather and organize customer feedback across stores, product categories, and service stages.

Customer Retention & Experience Enhancement

· Work closely with store teams, CRM teams, and operations to improve touchpoints based on customer insights.

· Identify high-value customer segments and support targeted retention strategies.

· Collaborate with the marketing team to align communication and campaigns with customer sentiment and expectations.

Market & Industry Understanding

· Build a strong understanding of the premium menswear/luxury retail ecosystem, customer psychology, seasonal buying behaviours, and competitive benchmarks.

· Provide insights on new trends impacting customer experience in premium retail.

Required Skills & Competencies

· Strong customer empathy and ability to engage customers with professionalism and warmth.

· Excellent communication skills (spoken, written, and presentation).

· Experience in customer insights, customer experience, retail operations, CRM, or related fields is preferred.

· Ability to synthesise qualitative feedback into meaningful insights.

· Analytical mindset with comfort working on reports, dashboards, and feedback metrics (NPS, CSAT, trend analysis, etc.).

· High ownership, attention to detail, and process adherence.

· Ability to collaborate effectively with cross-functional teams.

Qualifications

· Bachelor’s degree in Business, Marketing, Retail Management, Psychology, or related fields.

· 2–5 years of relevant experience in customer experience, premium retail, hospitality, CRM, or consumer insights (preferred).

· Experience handling premium/luxury customer segments is an advantage.

Why Join

· Be part of one of India’s most respected menswear brands.

· Opportunity to directly influence customer delight and shape the brand’s service excellence.

· Work with leadership committed to customer-centric growth and continuous improvement.

· Exposure to premium retail environments and high-value customer segments.

Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Paid time off
• Work from home

Experience:

• Customer relationship management: 1 year (Required)

Language:

• English (Required)

Work Location: Remote