The Role
We're hiring a Head of Customer Experience to own the entire post-purchase journey and the customer's voice inside the company. You'll lead customer care across every channel, own the returns and refunds experience, and build the Voice of Customer engine that turns real feedback into better products, quality and operations.
What You'll Do
- Lead support across all channels - calls, email, chat, WhatsApp, social and marketplace queries.
- Define and hold service levels for first response, resolution and escalation.
- Build the team, shift structure, knowledge base and QA framework.
- Introduce self-serve, automation and deflection to keep cost-to-serve low.
- Own the customer-facing returns, refunds and replacement experience end to end.
- Partner with last-mile and fulfilment to reduce RTO, NDR and reverse-logistics cost.
- Build the VOC engine: capture, structure and analyse feedback from support, reviews, returns and surveys.
- Recruit, coach and grow the CX team.
- Select and run the CX tech stack and keep it integrated with systems.
What You Bring
- 5-12 years in customer experience, customer care or service operations.
- Proven ownership of CX in a D2C and/or marketplace consumer business.
- Strong command of CX metrics (CSAT, NPS, resolution, contact rate).
- Hands-on experience with helpdesk / CRM platforms.
- A genuine root-cause mindset.
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