Lead - Customer Support, Retention & Loyalty

Lead – CX Support, Retention & Loyalty

Key Responsibilities

Customer Experience (CX) Support:

• Lead the CX team across all channels (online, offline, social, WhatsApp, email, calls).
• Build and monitor 

  SOPs for returns, exchanges, warranties, and complaint resolutions

  .
• Ensure 

  NPS >80

   and delight at every touchpoint.
• Handle escalations with empathy and problem-solving mindset.

Retention & Loyalty:

• Design and implement 

  retention strategies

   to increase repeat purchases and customer LTV.
• Create and manage a 

  Loyalty Program

   that rewards engagement and strengthens brand love.
• Analyze data to track churn, repeat purchase frequency, and customer lifecycle value.
• Work with marketing to execute 

  personalized campaigns, referrals, and win-back programs

  .

Team Leadership & Strategy:

• Mentor and scale the CX Support team for efficiency and empathy.
• Collaborate with Tech, Ops, and Marketing to ensure seamless 

  OMS/WMS integration and customer communication flows

  .
• Define 

  metrics & dashboards

   (NPS, CSAT, retention %, repeat orders, average ticket resolution time).
• Drive continuous improvement through audits, feedback loops, and training.
  

What We’re Looking For

• Passion to help customers

   – empathetic, patient, and proactive.
• 5–7 years of experience in CX, retention, or loyalty (D2C/retail preferred).
• Strong understanding of 

  CX tools, CRM systems, OMS/WMS

  .
• Proven track record of designing 

  retention/loyalty programs

   and achieving measurable impact.
• Data-driven with the ability to convert insights into actionable strategies.
• Excellent communication, leadership, and problem-solving skills.
  

Why Join Us?

• Be part of a 

  fast-growing lifestyle brand

   redefining retail in India.
• Opportunity to 

  build CX & retention strategies from ground up

  .
• Work with a 

  dynamic, young, and creative team

  .
• Competitive compensation, growth opportunities, and the chance to make a real impact.