Lead - Customer Experience - eCommerce

About Company:

A well funded, profitable & high growth E-Commerce Startup Company in fashion, home & beauty and personal care.

Duties/Responsibilities:

- Establish and implement CX efforts that effectively communicate and support the company's vision, mission and values.

- Managing customer experience & program management.

- Should own end to end user/consumer experience cycle.

- Will be responsible to coordinate with warehouse & quality teams across brands.

- Closely dealing with the Brand partners in terms of product quality issues and solutions.

- Responsible for Social Media escalation management.

- Responsible for fixing the consumer issues with the help of close coordination with partner brands and internal teams.

Required Skills/Abilities:

- Excellent verbal and written communication skills.

- Excellent interpersonal and conflict resolution skills.

- Excellent organizational skills and attention to detail.

- Strong analytical and problem-solving skills.

- Strong supervisory and leadership skills.

- Thorough knowledge of employment-related laws and regulations.

- Knowledge of and experience with varied human resource information systems.

- Proficient with Microsoft Office Suite or related software.

- Should be output driven

Education and Experience:

- MBA or MA/MS or related field preferred.

- A minimum of 5-10 years of experience, with at least 2-3 years of experience in implementing strategic initiatives to deliver best in class experience