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Head – Customer Relations (CX & Retention)

7 years

0 Lacs

india

Posted:1 week ago| Platform: Linkedin logo

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Skills Required

retention service support training drive crm onboarding marketing healthcare freshdesk hubspot data chatbot

Work Mode

On-site

Job Type

Full Time

Job Description

Role Snapshot

Build and lead our customer relations function across D2C, marketplaces, and WhatsApp/phone/email. You’ll own service quality, retention journeys, and the Voice-of-Customer loop to turn buyers into loyal advocates.


What You’ll Do
  • Set up and lead a multichannel support desk (SOPs, SLAs, QA, training, escalation).
  • Manage service across phone, WhatsApp Business, email, social DMs, and marketplaces.
  • Oversee returns/replacements, grievance redressal, and brand reputation.
  • Drive CRM/lifecycle flows: onboarding, education, refill reminders, win-back, loyalty/subscriptions.
  • Build weekly dashboards: CSAT/NPS, FRT/AHT, first-contact resolution, repeat rate, return/RTO.
  • Close the loop with Ops, Product, and Marketing using customer insights and RCA.


What You’ll Bring

  • 7+ years

    in CX/Customer Success/Service Ops (D2C/FMCG/Healthcare);

    3+ years

    team leadership.
  • Strong English & Hindi; crisp written comms and humane problem-solving.
  • Hands-on with helpdesk/CRM (Freshdesk/Zoho/HubSpot/Intercom) + WhatsApp Business.
  • Comfort with policy, data privacy, and marketplace workflows (Amazon/Flipkart).

Nice to Have:



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