Head of Customer Experience

Experience Required:

Location:

Position Summary

Key Responsibilities

1. Customer Experience Strategy

• Develop and implement end-to-end customer experience strategy across all customer touchpoints.
  
• Establish service excellence standards tailored to the gold and jewellery industry.
  
• Design customer journey maps for walk-in, digital, and after-sales processes.
  

2. Retail & Showroom Experience Management

• Monitor showroom customer handling quality including greetings, consultation, product explanation, and sales etiquette.
  
• Ensure customer-centric behavior across sales teams; drive consistent service standards across all branches.
  
• Implement store audit formats focused on customer experience KPIs.
  

3. Customer Service Operations

• Oversee customer service desk operations, grievance redressal, returns, repairs, and exchange experience.
  
• Manage escalations and ensure timely resolution in line with brand policies.
  
• Develop SOPs for customer interactions, service recovery and complaint handling.
  

4. Customer Feedback & Insights

• Implement customer satisfaction tools such as NPS, mystery audits, store feedback systems, and digital surveys.
  

* Analyze customer feedback data to derive insights and improvement plans.

• Present monthly CX dashboards to leadership.
  

5. Digital & Omni-Channel Experience

• Collaborate with e-commerce, marketing and CRM teams to ensure seamless online and offline customer experience.
  
• Improve digital journey including website, WhatsApp, social media and customer helpdesks.
  
• Integrate CRM tools for personalised service and loyalty programs.
  

6. Training & Development

• Conduct regular training for staff on soft skills, product communication, upselling etiquette, grievance handling, and luxury retail service.
  
• Create customer handling scripts and communication guidelines.
  

7. Process Improvement & Quality Assurance

• Standardize processes for customer interactions across all stores and service units.
  
• Identify service gaps and implement continuous improvement initiatives.
  
• Ensure compliance with industry standards, company policies and ethical practices in gold retail.
  

8. Team Leadership

• Lead and mentor the customer experience & service team across regions.
  
• Drive high performance, accountability, and service-oriented culture.
  
• Set KPIs for team members and monitor performance.
  

Key Skills & Competencies

Strong understanding of gold/jewellery retail operations and customer service cycles.

Excellent communication, interpersonal and conflict-resolution skills.

Customer journey mapping and process optimization.

Experience with CRM tools, NPS, and customer analytics.

Ability to handle VIP customers and large-scale service operations.

Leadership, stakeholder management and cross-functional coordination.

High emotional intelligence and luxury service orientation.

Qualification

Bachelors Degree (Business, Retail, Marketing or related field).

Masters degree/MBA preferred.

8+ years