Head of Customer Experience

🏛️ COMPANY DESCRIPTION

Andamen is amongst India’s leading men’s bridge-to-luxury DTC fashion brand, known for our timeless designs, premium craftsmanship, and commitment to delivering an exceptional customer experience. Launched in 2016, we have over two lakh customers, and operate in six product categories and 6 digital distribution channels. 

Our e-commerce platform is our largest channel, and we’re looking for a Head of CX who can support and also drive the hyper growth the channel is achieving (by leading efficient operations and driving revenue) while making every customer feel genuinely seen and valued.

Andamen is part of the Impulse Group, one of India’s leading fashion supply chain companies. 

Impulse provides comprehensive design-to-delivery supply chain services to a global fashion brands and retailers including ASOS, SuperDry, Next, Paul Smith, Shinsegae (Samsung Group), Walmart, Amazon, Myntra. The product categories include apparel, accessories, footwear, leather garments, home furnishings, costume jewellery and hard goods. Founded in 1982, Impulse has over 400 employees across India, Bangladesh, UK, Korea, USA, Canada.

https://www.andamen.com/about-us

🔷 ROLE DESCRIPTION

world-class service

builder role

The role reports directly to the Founder and CEO.

KEY RESPONSIBILITIES

CX Strategy & Leadership

• Define and execute a 

  2-3 year CX roadmap

   aligned with brand, retention, and profitability goals.
• Own 

  NPS, CSAT, First Contact Resolution (FCR)

  , repeat purchase rate, and CX-driven revenue targets.
• Champion the voice of the customer at the leadership table, influencing product, marketing, and ops.

Operational Excellence

• Oversee 

  customer support channels

   (voice, WhatsApp, email, chat, social DMs, in-store escalations).
• Implement 

  SLA-driven processes

   for response, resolution, escalation and re-delight.
• Drive efficiency through 

  process automation, self-service portals, AI/chatbot integration

  .

Team Building & Development

• Lead, build, mentor and scale a 

  multi-layered CX team

   (managers, associates, QA specialists).
• Build a 

  QA and training function

   to ensure consistent, brand-aligned service delivery.

Data & Insights

• Use 

  CX analytics

   to identify friction points and revenue opportunities.
• Implement 

  VOC (Voice of Customer) loops

   with product and merchandising teams.
• Present monthly CX performance dashboards with actionable insights.

Retention & Loyalty

• Partner with CRM and marketing teams to 

  reduce churn and increase CLV

  .
• Leverage post-purchase touchpoints for upsell/cross-sell opportunities without hurting brand trust.

Technology & Tools

• Own selection, configuration, and ROI of 

  CX platforms

   (OMS, helpdesk, AI tools).
• Drive integrations with website, logistics, order management, and payment systems for seamless updates.

✅ KEY QUALIFICATIONS

• 7-10 years

   in customer experience/service leadership in 

  premium/luxury retail, e-commerce, or hospitality

  .
• Proven track record in 

  establishing and

   

  scaling CX functions

   while driving measurable business outcomes, making 

  CX a growth lever, not just a cost centre

  .
• Comfortable building from scratch in a fast-paced environment, hands-on with 

  CX and ecommerce metrics and tools

   (Gorgias, Zendesk, Shopify, EasyEcom, Return Prime, etc.).
• Can marry brand and business, strategy and operations, and design 

  world-class standards

   with 

  Indian market realities

  .
• Strong cross-functional abilities: work with tech, marketing, finance, and ops.
• Empathy-driven leadership with high people management capability.

WHY JOIN US

• Opportunity to scale your role to an

  AVP level in 2-3 years

  .

• Competitive salary and PLIs

   (Performance-Linked Incentives).
• Be part of a

  fast growing, ambitious fashion brand

  defining Indian design on a global stage and capturing market share in India’s premium+ to bridge-to-luxury segment.
• Work with a highly

  entrepreneurial, mission-driven

  founding team.
• Own the entire function end-to-end,

  operate with autonomy,

  speed, and data-led decision-making.
• We have a

  very high paced, collaborative work culture

  focussed on results, not attendance, with ample room for innovation.
• We’re building one of India’s most admired bridge-to-luxury brands, where every interaction reflects our ambition and soul.

  You’ll flourish if you truly desire crafting world-class, Indian-at-heart experiences

  that inspire loyalty, trust, and pride.