Lead – CX Support, Retention & Loyalty

About Us

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.