Head of Customer Experience

Role Overview

The Head of Customer Experience will lead the customer experience team and build a customer support and order-operations infrastructure at a scaled D2C brand. The role involves designing and implementing an omnichannel support stack, building a knowledge base, and owning response rate and resolution quality across every channel.

What You Will Do

The successful candidate will own customer query redressal, order and delivery operations, voice of customer, NPS, and trust. They will also hire, train, and lead the CX executive team, build the training curriculum, and design incentive structures.

Why It Might Be a Fit

The ideal candidate will have 6-10 years of experience in customer experience, customer support, or order operations, including at least 3 years leading the function at a D2C brand. They will have built a CX system from scratch and have experience with modern helpdesk tools, WhatsApp Business API platforms, and cloud telephony/dialers.

Requirements

• 6-10 years in customer experience / customer support / order operations
• 3 years leading the function at a D2C brand doing meaningful daily order volume
• Hands-on experience with modern helpdesk tools, WhatsApp Business API platforms, and cloud telephony/dialers
• Deep familiarity with Indian D2C order operations
• Experience running an NPS/CSAT programme
• Comfortable with data and building own trackers and dashboards
• Fluent in English and Hindi
• Experience managing marketplace buyer communication and review management on Amazon and quick-commerce platforms
• Experience with subscriptions, loyalty, or retention programmes where CX was a lever
• Experience deploying chatbot/AI automation in support and knowing where it fails
• Worked in a regulated category (nutraceuticals, pharma OTC, personal care) with claims and adverse-event protocols

Benefits

• Competitive compensation
• Performance-linked variable pay
• ESOPs