indē wild is seeking a dynamic and experienced customer-obsessed and process-driven Customer Experience & Community Care Lead to own and elevate our customer support and engagement across global markets. This role will be responsible for leading our multi-channel support function, manage a high-performing team, and ensure every customer interaction reflects our brand promise. You will be responsible for setting up processes, implementing the right tools, and driving continuous improvements through customer insights and feedback loops. As a key cross-functional collaborator, you will work closely with Operations, Product, and Marketing to create seamless and delightful customer journeys while strengthening loyalty and retention. Responsibilities Customer Support & Community Care Manage and lead our customer support function across Email, WhatsApp, social media DMs, and chat. Set and maintain SLAs to ensure fast, empathetic, and solutions-oriented responses. Resolve escalations across India, the US, UK, and Global D2C channels. Own customer feedback loops to identify trends, flag quality issues, and ensure product experience matches brand promise. Team & Process Management Own and optimize CE platforms (e.g., Freshdesk, Navidium etc) Lead and mentor a small team of CE associates; recruit and train as needed. Create and implement SOPs for tickets, returns, refunds, order issues, etc. Monitor monthly metrics to bring down issue percentages, and provide timely feedback to respective teams to drive changes in processes which can reduce the complaints Collaborate with Operations, Product, and Website to ensure smooth customer journeys across touchpoints. Monitor performance metrics (CSAT, NPS, first response time, resolution time) and report insights regularly. Use & Implementation of AI Tools to Enhance Team Productivity and Keep CE Lean Pilot AI-based solutions (e.g., auto-replies, smart tagging, tone checkers) to increase customer experience (CE) team productivity and reduce manual workload. Test and implement tools like ChatGPT for drafting responses, creating SOPs, summarizing reports, and ensuring brand-consistent tone and language. Leverage AI for ticket analysis — use machine learning to identify negative sentiment trends, extract product feedback keywords (e.g., “oily,” “effective,” “allergic”), and uncover operational bottlenecks quickly. Proficient in CRM tools such as Kapture, Zendesk, Freshdesk etc. Automate internal workflows using AI for FAQ creation, refund/gifting policy drafting, ticket tagging, and weekly dashboard generation. Plan for future automation via 24/7 chatbots or WhatsApp AI assistants to handle Tier 1 queries (e.g., order status, returns, tracking), freeing up human resources for high-touch interactions. Proactive Engagement Collaborate with the marketing and community team to identify opportunities for delight moments (handwritten notes, personalized responses, recovery gifts). Support in building loyalty and retention strategies by tapping into customer insights. Qualifications · Excellent written and verbal communication skills with a strong sense of empathy. · Ability to de-escalate and resolve customer issues with a solution-first mindset. · Strong process creation, documentation, and SOP implementation experience. · Data-driven with the ability to analyze metrics like CSAT, NPS, resolution time, and issue rate to drive improvements. · Ability to manage, motivate, and grow a customer experience team. · Cross-functional collaboration skills to work with Operations, Product, Tech, and Marketing teams. · Proficiency with customer experience and CRM tools (Freshdesk, Navidium, Gorgias, etc.). · Comfort with automating workflows, reporting dashboards, and integrating customer feedback systems. · Strong understanding of community-building principles and customer delight strategies. · Creative mindset to co-create memorable experiences (e.g., recovery gifts, personalized notes). · Highly organized with an eye for detail. · Ownership-driven and comfortable in fast-paced environments. · Strong analytical, reporting, and decision-making abilities. · Culturally aware and sensitive to customer tone across geographies. Show more Show less

We are looking for a highly strategic, creative, and driven Senior Brand Manager to take full ownership of our brand and lead its next phase of growth. This is a pivotal leadership role for someone who thrives on building culturally resonant brands, driving P&L outcomes, and creating meaningful consumer connections through storytelling, experiences, and innovation. You will be responsible for everything from brand strategy to go-to-market execution, community building to celebrity collaborations. If you're someone who can think big, move fast, and lead with both insight and instinct — we’d love to meet you. Responsibilities · Lead the development of long-term brand strategy, including vision, positioning, value proposition, and guidelines. · Own and manage the full brand P&L, driving revenue growth and ensuring cost-effectiveness. · Analyse market trends, consumer insights, and competitive landscape to identify growth opportunities. · Develop and execute marketing strategies across digital, offline, and retail channels. · Shape and communicate the brand’s mission and story across all touchpoints, internally and externally. · Plan and lead PR efforts and brand-led events to enhance brand visibility and consumer engagement. · Build and manage influencer marketing programs, including celebrity partnerships and brand collaborations. · Develop and nurture a loyal brand community through authentic engagement and experiences. · Lead go-to-market strategies for new product launches, from positioning to rollout. · Collaborate with creative, performance, product, and sales teams to ensure brand consistency and excellence. · Monitor and measure campaign performance, ensuring high ROI and continuous optimization. · Stay on top of emerging trends, platforms, and consumer behaviors to keep the brand culturally relevant. · Make real-time adjustments to marketing and distribution strategies based on performance and feedback. Qualifications · Bachelor’s or Master’s degree in Marketing, Business, Communications, or a related field. · 4–9 years of experience in brand management, ideally within consumer-facing or lifestyle brands. · Demonstrated success in owning brand P&L and delivering strong commercial results. · Deep understanding of consumer psychology, brand storytelling, and multi-channel marketing. · Experience with PR, events, and influencer/celebrity collaborations. · Proven ability to build and scale community engagement programs. · Strong leadership, communication, and cross-functional collaboration skills. · Both data-driven and creatively instinctive — able to balance performance with emotion. · Passionate about culture, creativity, and building brands people