Hiring: Head / Lead - Customer Experience (CX)

A fast-growing D2C consumer brand is looking for an experienced Customer Experience (CX) Leader to build, scale, and transform the end-to-end customer journey across all touchpoints.

This is a high-impact leadership role for someone who has successfully built CX functions from scratch, managed high-volume customer operations, and driven automation-led transformation in a fast-paced D2C / E-commerce environment.

Role Overview

The role will own the complete customer lifecycle from pre-purchase to post-purchase across channels including voice, email, chat, WhatsApp, and social media.

The ideal candidate should have strong expertise in:

- CX operations at scale

- AI-driven automation

- Customer lifecycle management

- Process excellence

- Analytics and data-driven decision-making

- Customer retention and service transformation

Key Responsibilities

- Own end-to-end customer experience and service quality across all customer touchpoints

- Define and drive CX KPIs including CSAT, NPS, FRT, TAT, Resolution Rate, Retention, and Repeat Rate

- Build scalable SOPs, QA frameworks, escalation matrices, and service standards

- Drive automation-first CX transformation using:

- AI chatbots

- WhatsApp automation

- CRM workflows

- Self-service ecosystems

- Lead CX platforms such as Zendesk, Freshdesk, Intercom, HubSpot, or equivalent

- Analyze customer behavior, operational bottlenecks, complaint trends, and retention metrics

- Build dashboards and reporting systems for leadership visibility

- Partner closely with Product, Tech, Marketing, Operations, and Supply Chain teams

- Build and lead a high-performing CX organization with strong ownership and execution discipline

What We're Looking For

- 8-15+ years of experience in Customer Experience / Customer Support / CX Leadership

- Mandatory experience in high-growth D2C / E-commerce / Marketplace / Quick Commerce businesses

- Proven track record of building CX functions from scratch

- Strong expertise in AI-led CX automation and process transformation

- Experience managing high-volume customer support operations at scale

- Strong understanding of CSAT, NPS, customer lifecycle, and service excellence frameworks

- Strong analytical and problem-solving capabilities with data-driven mindset

- Exposure to multi-city / multi-region operations is an added advantage

Preferred Traits

- Strong ownership mindset

- Process-oriented and execution-focused

- Customer-first thinking

- Comfortable operating in high-growth and high-pressure environments

- Strong collaboration and leadership skills

- Ability to simplify complexity and build scalable systems

Location: Delhi