Customer Service Operations Professional

Job highlights

• Design customer journey maps for walk-in,digital,and after-sales processes. Retail & Showroom Experience Management: . Monitor showroom customer handling quality including greetings,consultation,product explanation,and sales etiquette
• Team Leadership: . Lead and mentor the customer experience & service team across regions
• Customer Experience Strategy: .

The Head of Customer Experience will be responsible for designing, implementing, and driving a unified customer experience strategy across all touchpoints including retail stores, service centres, digital platforms, and post-purchase channels. This role ensures premium customer service, brand consistency, customer satisfaction, retention, and overall service excellence in line with luxury gold retail standards.

Key Responsibilities
1. Customer Experience Strategy:

• Develop and implement end-to-end customer experience strategy across all customer touchpoints.
• Establish service excellence standards tailored to the gold and jewellery industry.
• Design customer journey maps for walk-in, digital, and after-sales processes.

2. Retail & Showroom Experience Management:

• Monitor showroom customer handling quality including greetings, consultation, product explanation, and sales etiquette.
• Ensure customer-centric behavior across sales teams; drive consistent service standards across all branches.
• Implement store audit formats focused on customer experience KPIs.

3. Customer Service Operations:

• Oversee customer service desk operations, grievance redressal, returns, repairs, and exchange experience.
• Manage escalations and ensure timely resolution in line with brand policies.
• Develop SOPs for customer interactions, service recovery and complaint handling.

4. Customer Feedback & Insights:

• Implement customer satisfaction tools such as NPS, mystery audits, store feedback systems, and digital surveys.
• Analyze customer feedback data to derive insights and improvement plans.
• Present monthly CX dashboards to leadership.

5. Digital & Omni-Channel Experience:

• Collaborate with e-commerce, marketing and CRM teams to ensure seamless online and offline customer experience.
• Improve digital journey including website, WhatsApp, social media and customer helpdesks.
• Integrate CRM tools for personalized service and loyalty programs.

6. Training & Development:

• Conduct regular training for staff on soft skills, product communication, upselling etiquette, grievance handling, and luxury retail service.
• Create customer handling scripts and communication guidelines.

7. Process Improvement & Quality Assurance:

• Standardize processes for customer interactions across all stores and service units.
• Identify service gaps and implement continuous improvement initiatives.
• Ensure compliance with industry standards, company policies and ethical practices in gold retail.

8. Team Leadership:

• Lead and mentor the customer experience & service team across regions.
• Drive high performance, accountability, and service-oriented culture.
• Set KPIs for team members and monitor performance.

Key Skills & Competencies:

Strong understanding of gold/jewellery retail operations and customer service cycles.
Excellent communication, interpersonal and conflict-resolution skills.
Customer journey mapping and process optimization.
Experience with CRM tools, NPS, and customer analytics.
Ability to handle VIP customers and large-scale service operations.
Leadership, stakeholder management and cross-functional coordination.
High emotional intelligence and luxury service orientation.

Qualification:
Bachelor s Degree (Business, Retail, Marketing or related field).
masters degree/MBA preferred.
Minimum 8+ years of relevant experience in customer experience/customer service within luxury, gold, jewellery or retail industry.