Our client is a well-established D2C brand in the services space in the Delhi NCR region. They're seeking professionals with 7-10 years of experience in customer service, customer experience, and team leadership. The role involves leading the customer experience team, conducting regular training and leadership sessions, and turning customer feedback into actionable insights to inform product and retail strategy. Key Responsibilities: - Inspire and guide the customer service team to embody empathy, warmth, and problem-solving in every interaction. - Create service protocols and tone of voice that reflect what customers truly need from reassurance to expert guidance. - Define KPIs around response time, first-contact resolution, and customer delight, but always balanced with compassion over scripts. - Regularly upskill the team on product knowledge, psychology, and emotional intelligence. - Capture customer feedback and translate it into actionable insights for product, retail, and brand teams. - Explore new channels (WhatsApp, social, community platforms) to engage with customers with warmth and agility. Requirements: - 8-12 years of experience in customer experience / customer service leadership. - Proven ability to design and execute customer-first strategies. - Strong communication and people-management skills able to coach with care and accountability.

Gurgaon/Gurugram

Delhi NCR

Lead - Customer Experience - D2C 

Job Description for Lead - Customer Experience - D2C  in Hirepedia in  Gurgaon/Gurugram Delhi NCR for (8-12) years of experience. Apply Now!