Lead - Customer Experience (CX)

Company: TMRW (House of Brands, Aditya Birla Fashion & Retail Limited)

Location: Bengaluru

Experience: 7 - 12 Years

About the Role:

We are looking for a Customer Experience Lead who will own end-to-end customer experience operations across multiple D2C brands within the TMRW portfolio. The role combines operational leadership, customer service excellence, vendor management, process improvement, automation, analytics, and voice-of-customer programs.

The incumbent will be responsible for driving customer satisfaction, improving operational metrics, reducing customer contact drivers, managing outsourced partners, implementing CX best practices, and partnering with business stakeholders across logistics, technology, marketing, merchandising, and product teams.

Key Responsibilities:

Customer Experience Operations:

- Lead end-to-end customer support operations across Chat, Email, Voice, WhatsApp, and Social channels.

- Drive service quality, SLA adherence, customer satisfaction, and operational efficiency.

- Manage escalations and critical customer issues.

- Ensure seamless customer journeys across all support touchpoints.

Vendor & BPO Management:

- Manage outsourced customer support partners and BPO operations.

- Drive vendor performance, governance, quality, and SLA management.

- Handle commercial discussions, capacity planning, and partner transitions.

- Ensure cost-effective service delivery while maintaining customer satisfaction.

Voice of Customer (VoC):

- Drive NPS, CSAT, Customer Feedback Programs, and Customer Insights initiatives.

- Analyze customer complaints and identify recurring pain points.

- Conduct Root Cause Analysis (RCA) and collaborate with stakeholders to solve issues at source.

- Build a strong Voice of Customer framework across brands.

Quality & Process Excellence:

- Establish Quality Assurance frameworks and audit mechanisms.

- Develop SOPs, response libraries, escalation matrices, and governance processes.

- Build coaching, training, and quality improvement programs.

- Drive continuous process improvement initiatives.

Automation & CX Technology:

- Drive adoption of Conversational AI, Chatbots, Customer Service Automation, and Support Technology platforms.

- Improve customer experience through automation while balancing customer satisfaction and efficiency.

- Manage ticketing systems, CRM platforms, and CX tools.

Analytics & Reporting:

- Monitor and improve key CX metrics including CSAT, NPS, First Contact Resolution (FCR), SLA Performance, Response Time, Resolution Time, Contact Rate, and Customer Retention Metrics.

- Leverage dashboards and analytics to identify opportunities and drive business decisions.

Stakeholder Management:

- Partner with leadership teams across Product, Operations, Logistics, Technology, and Brand functions.

- Drive cross-functional initiatives that improve customer experience.

- Present insights, recommendations, and performance updates to senior leadership.

Candidate Requirements:

Mandatory:

- 7+ years of overall experience.

- Minimum 6+ years in Customer Experience, Customer Support Operations, Contact Center Operations, or Customer Service Management.

- Experience managing support teams and/or BPO partners.

- Experience in D2C, E-commerce, Retail, Marketplace, Consumer Internet, or Digital-first businesses.

- Strong understanding of customer lifecycle and post-purchase experience.

- Hands-on experience with customer support analytics and reporting.

- Strong stakeholder management and people leadership skills.

- Proven experience driving operational excellence and customer satisfaction improvements.

Preferred:

- Fashion, Apparel, Lifestyle, Retail, Beauty, or Consumer Brands experience.

- Experience working with multiple brands/business units.

- Experience implementing Conversational AI or Customer Service Automation.

- Exposure to Returns, Exchanges, Reverse Logistics, and Post-Purchase Journeys.

- Experience with large-scale customer support operations.