About the Role:

We are retained by a high-growth consumer internet company to identify a senior leader to build and scale its Customer Experience function.

The role will own the end-to-end customer experience charter, spanning customer service, experience design, contact centre operations, customer insights, process excellence, automation and service recovery. The leader will also have responsibility for an Inside Sales team, making this a unique opportunity to drive both customer experience and revenue outcomes.

The organisation is at an exciting stage of growth and is looking to build a best-in-class, technology-led CX organisation, with significant emphasis on AI, automation and data-led decision making.

Key Responsibilities:

- Own the overall Customer Experience strategy across the customer lifecycle, from acquisition and onboarding through post-purchase support, retention and service recovery.

- Build and scale a high-performing CX / Customer Service organisation, including contact centre operations, quality, training, escalations and process excellence.

- Drive key CX metrics including NPS, CSAT, contact ratio, resolution time, repeat rate and customer retention.

- Identify customer pain points through VOC, customer insights and journey analytics and translate them into structural improvements.

- Lead the adoption of AI, automation, conversational interfaces and intelligent calling to improve customer experience while driving productivity.

- Build self-service and automated customer journeys to reduce friction and dependence on assisted support.

- Own the Inside Sales charter, driving lead conversion, productivity, customer engagement and revenue through the calling team.

- Develop service recovery and retention frameworks to reduce churn and improve customer lifetime value.

- Partner closely with Product, Technology, Operations, Marketing and Business teams to embed customer-centricity across the organisation.

- Build dashboards and governance mechanisms to track CX, operational and commercial performance.

- Evaluate and optimise the organisation's CRM / contact-centre technology stack, including workflow automation and customer engagement platforms.

Ideal Candidate:

- 10 - 15 years of experience, with significant experience in pureplay Customer Experience / Customer Service leadership.

- Experience leading CX for consumer internet, e-commerce, D2C, quick commerce, marketplace or other high-volume consumer businesses.

- Should have personally owned large-scale Customer Experience / Contact Centre teams.

- Strong understanding of NPS, CSAT, VOC, customer journey mapping, service recovery and process excellence.

- Demonstrated experience in AI/automation-led CX transformation, including chatbots, voice AI, intelligent calling or automated workflows.

- Strong data orientation with a track record of delivering measurable improvements in CX metrics and operational efficiency.

- Exposure to Inside Sales / outbound calling / customer conversion will be important.

- Strong stakeholder management skills with the ability to influence Product, Technology and Business leadership.

- Candidates whose primary experience has been in Business, Sales, Category or P&L leadership with CX as a secondary responsibility will not be considered.

What Makes This Opportunity Interesting:

- Opportunity to build and transform CX at scale in a high-growth consumer business.

- Significant mandate to leverage AI and automation to redefine customer engagement.

- Unique combination of CX + Inside Sales + Retention, with direct impact on both customer and business outcomes.

- High visibility role with the opportunity to shape the organisation's customer-centricity agenda.