Head of Customer Experience

Role Objective

Luxury Personified

Key Responsibilities

1. Service Strategy & Process Design

• Build, implement, and continuously improve SOPs, SLAs, and escalation matrices for all service

touchpoints (call centre, email, walk-in, etc.)

• Design scalable systems to ensure uniform service quality across Ecommerce, LFR, and High Street

retail channels

• Develop brand-aligned service experiences that meet the expectations of premium customers.

2. Customer Support Operations (Voice, Email, Digital)

• Overhaul the current call centre and digital support operations to ensure nominal calls and scripts &

ensure follow-ups.

• Implement workforce management, intelligent call routing, and robust ticketing solutions

• Collaborate with tech and product teams to refine customer interfaces

(IVR, WhatsApp, web forms, etc.)

3. Team Leadership & Performance Management

• Lead, coach, and mentor a diverse team of agents, regional service engineers, and customer support executives

• Define KPIs (CSAT, FCR, NPS, missed call ratio) and set agent-level performance standards

• Identify training needs and foster a culture of ownership and accountability with focal point being customer centricity.

4. Vendor & Partner Management

• Evaluate and manage relationships with 3rd-party service centres, logistics partners, call centre

vendors

• Establish clear SLAs with external distributors and service partners, especially for high-street retail

networks.

5. Analytics, Reporting & CX Improvement

• Own the service data stack: performance dashboards, RCA reports, call audit outcomes, and customer feedback loops

• Identify and eliminate bottlenecks by using available tools.

• Reporting periodically to the relevant stack holders.

• Drive insights-led interventions to reduce service response time and increase After Sales Service CSAT.

6. Stakeholder Collaboration

• Collaborate cross-functionally with Partners, Sales Teams, Marketing Teams and Warehouse Teams to

ensure end-to-end service readiness

• Serve as the voice of the customer internally and influence business and product decisions

accordingly.

Key Deliverables (First 6 Months)

• Call-to-resolution ratio improvement by 70%

• Revamp the craft the SOPs for all service channels and brand categories

• Implementation of a centralized CRM + ticketing system & IVR/WA solution.

• Creation of a scalable, documented service framework that can support future brand expansions.

Must-Have:

• 10+ years of experience in managing service operations, ideally in luxury/premium electronics.

• Proven success in building or restructuring service functions at a regional or national level.

• Strong operational command over call centre KPIs, workforce management, and CRM systems.

• Deep understanding of consumer expectations in the luxury segment.

• Track record of cross-functional leadership and change management.

Preferred:

• Experience in D2C or omnichannel brands

• Exposure to tools like Smart Flow, Salesforce CRM or similar

• Lean Six Sigma or service quality certifications

• Fluency in English, Hindi (other regional languages a plus)

• Ability to articulate well in English.

Personal Attributes

• Relentless problem-solver with a builder’s mindset

• Comfortable in high-ambiguity and entrepreneurial environments

• Empathetic and customer-first in thinking, yet data-obsessed and execution-focused

• Strategic thinker with a strong bias for action

• Hands-on operator who’s not afraid to “break his head” to build something lasting.

Why Join Luxury Personified?

At Luxury Personified, you will be part of a fast-growing company shaping the future of luxury electronics retail in India. This is a rare opportunity to design and lead the entire service backbone for some of the world’s most aspirational brands, in a dynamic and evolving market.

https://www.luxurypersonified.co.in/