Swageazy - Customer Experience Lead

Description:

About Swageazy

At Swageazy, we bring creativity, efficiency, and emotion together to craft unforgettable corporate gifting experiences. Our focus isnt just on sending gifts its about building lasting brand memories.

Were looking for a Customer Experience Lead who can think beyond traditional client servicing someone who can connect dots across operations, design, tech, and sales to deliver a truly seamless and delightful customer journey.

Key Responsibilities:

- Customer Journey Ownership: Oversee the entire client experience from onboarding and order design to packaging and delivery.

Cross-Functional Collaboration:

Work closely with:

- Design Team to customize gifting experiences and visual communication.

- Operations & Warehouse Team to ensure flawless packaging and timely deliveries.

- Sales & Marketing Team to align communication and brand storytelling.

- Tech & Data Teams to automate feedback loops and improve CX metrics.

- Voice of the Customer: Act as the internal advocate for the customer translating insights, pain points, and feedback into actionable solutions.

- Process Optimization: Identify workflow bottlenecks and co-create smoother systems across teams.

- Experience Design: Introduce creative ideas to elevate touchpoints from unboxing experiences to post-delivery thank-you communication.

- Client Retention & Growth: Strengthen relationships with key clients, focusing on satisfaction, loyalty, and repeat business.

- CX Metrics: Track, analyze, and report on customer satisfaction, NPS, and SLA adherence.

Skills & Competencies:

- Excellent communication, problem-solving, and relationship management skills

- Strong project management and cross-functional coordination abilities

- Analytical mindset with attention to process and detail

- Empathy-driven and customer-obsessed approach

- Proficiency in CRM and workflow tools (HubSpot, Notion, or similar)

- Experience in B2B / corporate gifting / D2C e-commerce preferred

Qualifications:

- Degree in Business, Marketing, or related field

- 4-7 years of experience in Customer Success / Client Experience / Program Management

- Prior exposure to working in cross-functional startup environments

Why Swageazy?:

- Opportunity to build experiences, not just manage clients

- Exposure across design, tech, and operations a true 360 view of how gifting magic happens

- Fast-paced, collaborative culture that values creativity and ownership

- ESOPs for key contributors because here, ownership matters

- Be part of a company turning corporate gifting into an art form

Work Location: Sector 63, Gurugram