National Customer Experience Head

Base Location: Bangalore

Company: Leading Retail Luxury Jewellery Brand

Experience Required: 10 - 15 Years

Reports To: Retail Head / CEO

About the Role

We are seeking a dynamic and strategic professional to join us as the National Customer Experience Head. This role will be pivotal in shaping, driving, and elevating the luxury customer experience across all our retail stores in India. The incumbent will be responsible for designing and executing customer engagement strategies that align with our brand's ethos of premium service, exclusivity, and customer delight, while directly reporting to the Retail Head / CEO.

Key Responsibilities

- Customer Experience Strategy

- Define, implement, and continuously refine the customer experience vision and strategy across all retail outlets.

- Create and institutionalize luxury service standards to ensure consistency across the brand.

- NPS & Customer Benchmarking

- Own and drive the Net Promoter Score (NPS) at a national level.

- Regularly analyze customer feedback, competitor benchmarks, and industry best practices to identify areas for improvement.

- In-store Experience Excellence

- Conceptualize and implement innovative in-store experiences that enhance customer engagement and reflect luxury brand positioning.

- Partner with retail operations to ensure seamless execution of personalized and memorable customer journeys.

- Leadership & Training

- Lead, mentor, and inspire regional and store-level customer experience teams.

- Design and drive training programs focused on luxury service, customer empathy, and relationship building.

- Cross-functional Collaboration

- Work closely with Marketing, Retail Operations, Product, and CRM teams to ensure customer experience is embedded across touchpoints.

- Provide actionable insights from customer interactions to influence business strategies.

- Data-Driven Insights

- Leverage customer analytics, journey mapping, and NPS dashboards to measure effectiveness.

- Use insights to predict customer needs and design proactive engagement strategies.

Key Requirements

- Experience: 10-15 years of proven experience in customer experience, service excellence, or luxury retail/hospitality.

- Industry Exposure: Preferably from luxury retail, premium lifestyle, hospitality, or high-touch service industries.

- Strong expertise in NPS management, customer benchmarking, and experience design.

- Demonstrated ability to create and execute customer experience strategies across a large network of stores.

- Excellent leadership, communication, and stakeholder management skills.

- Customer-first mindset with deep understanding of luxury service principles and cultural nuances.