Lead - Customer Experience - Retail

Role : Lead - Customer Experience (CX)

Location : Gurgaon

We are looking for an experienced Customer Experience professional to lead and elevate the end-to-end customer journey for a premium luxury retail brand based in Gurgaon.

Location : Gurgaon

Experience : 8 - 10 Years

Qualification : MBA from a Tier-1/2/3 Institute

Industry Preference : Luxury Retail, Premium Brands, Hospitality, Aviation, High-End Consumer Experience

Key Responsibilities :

- Define and drive customer experience strategy across online and offline touchpoints

- Enhance boutique/store experience and personalized concierge services

- Lead omnichannel customer journey initiatives

- Analyze customer feedback, NPS, reviews, and service metrics

- Drive customer retention, loyalty, and engagement programs

- Build SOPs for customer service, escalations, and service recovery

- Train customer-facing teams on luxury service standards

- Manage CRM platforms, CX tools, and customer analytics

What We're Looking For :

- Strong expertise in Customer Journey Mapping & CX Design

- Experience handling premium/high-net-worth customers

- Deep understanding of luxury service standards

- Strong stakeholder management and problem-solving skills

- Passion for building customer-first cultures

If you have a proven track record of creating exceptional customer experiences and are looking to work with a leading premium retail organization, we'd love to connect.