Customer Experience Head

Job summary:

The Customer Experience Head is responsible for leading and developing the company's overall customer experience strategy across e-commerce and retail channels. This role oversees the Customer Support team while driving initiatives that enhance customer satisfaction, improve operational efficiency, and strengthen customer loyalty. This position is responsible for establishing customer service standards, implementing scalable processes, monitoring key performance metrics, and fostering a customer-centric culture across the organization.

Strategic Leadership

• Develop and execute the company's customer experience strategy aligned with business objectives.
• Build and maintain a customer-centric culture across all departments.
• Identify opportunities to improve the customer journey and overall service quality.
• Develop customer service policies, SOPs, and service standards.

Customer Support Operations

• Lead and oversee daily customer support operations across e-commerce and retail channels.
• Ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
• Monitor customer interactions to ensure quality, professionalism, and timely resolution.
• Handle high-level customer escalations and critical issues.

Team Leadership

• Lead, coach, and mentor Customer Support Managers, Team Leaders, and Customer Service Representatives.
• Develop performance improvement plans and career development programs.
• Conduct regular performance reviews and succession planning.
• Drive employee engagement and build a high-performing customer support organization.

Customer Experience Improvement

• Analyze customer feedback, complaints, surveys, reviews, and support data to identify trends and improvement opportunities.
• Implement initiatives that improve Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), and retention.
• Lead Voice of Customer (VoC) programs and customer feedback initiatives.
• Recommend technology and automation solutions to improve customer experience.

Cross-Functional Collaboration

• Partner with Operations, Logistics, Warehouse, Retail, Marketing, Sales, and Product teams to resolve recurring customer issues.
• Ensure alignment between customer expectations and operational capabilities.
• Support new product launches and promotional campaigns by preparing customer support teams and processes.

Performance & Analytics

• Monitor and report on customer experience metrics and operational performance.
• Prepare executive reports and present insights to senior leadership.
• Develop action plans based on customer insights and business needs.
• Manage departmental budgets and resource planning where applicable.

Process & Technology

• Evaluate and implement CRM systems, helpdesk platforms, AI tools, and customer service technologies.
• Continuously improve workflows through automation and process optimization.
• Ensure customer data is managed securely and in compliance with company policies.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Communications, Management, or a related field.
• Minimum of 7–10 years of experience in Customer Support, Customer Experience, Contact Center, or Customer Operations.
• At least 5 years of leadership experience managing managers, supervisors, or multiple customer service teams.
• Proven experience in the e-commerce and retail industry.
• Demonstrated success in building or scaling customer support operations.
• Strong knowledge of omnichannel customer service, including email, live chat, phone, social media, and marketplace platforms.
• Experience with CRM and customer support platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, HubSpot, Gorgias, or similar systems.
• Strong analytical skills with experience using customer service metrics to drive business decisions.
• Excellent leadership, coaching, communication, and stakeholder management skills.
• Experience working in a startup or high-growth environment is highly preferred.