Director - Customer Experience - Online/eCommerce

About Us :

We are on a mission to change the way the apparel industry works, not only within India, but globally. Standard sizes and ubiquitous designs cannot be the norm. Your style should be personal to you. Every piece of clothing specially made to fit you. Each year, millions of tons of excess inventory fill landfills worldwide. Workers around the world are provided squalid working conditions and paid sub-standard wages. We are set to change that. This is the future of fashion.

Our platform houses multiple brands within the broader apparel & fashion space.

Launched in 2012, we are the first online custom shirt brand in India. We are on a mission to reinforce that world-class quality and products can originate in Bombay. We combine the tailoring heritage of Bombay with best-in-class machinery and automation, to deliver a world-class customer experience.

Our second brand is a custom-denim brand that focuses on high-quality and consciously produced denim products.

Our refined urban essentials brand defines easy, modern, well-made staples for people who dress for themselves and the cities they inhabit. Made one at a time, only when you order.

Over the next 12-18 months, we aim to add brands with complementary visions and ethos to our platform as we continue to scale our consumer offering. The website/platform is supplemented by 13 stores - 11 in India, and 1 each in New York City and Dubai.

We have recently raised a substantial round of funding from a leading Consumer Technology fund with a track record of scaling disruptive consumer businesses. Together, we aim to revolutionize the way that fashion and apparel is consumed.

Together, we aim to revolutionize the way that fashion and apparel are consumed.

Responsibilities :

1. Synthesize feedback across the various customer channels and provide weekly updates to functional and category heads

2. Oversee the Personal shopper program

3. Design and manage the Membership program and associated members within the program

4. Monitor all customer queries, response time, closure, and escalations

5. Tabulate the reviews post-purchase

6. Implement win-back programs

Education & Experience :

- 10-15 years of relevant experience in the retail domain, hospitality, or related customer centric industries.

- Exceptional communication skills

- Experienced in navigating ambiguity and change with an entrepreneurial mindset.

- Track record of customer-centric decision-making.

- More than two customer-management roles previously, such as the voice of the customer, experience design, customer care, customer intelligence, customer loyalty

- Preference for candidates who have worked in both online and offline spaces.

- Proficiency in MS Office suite and online ERP platforms for CX.