Lead Customer Experience Advocate

Work Exp:

Minimum 7 years in customer experience, e-commerce role, with a proven track record of leading a team in Nutrition, pharma, FMCG, or D2C sectors. Role & Responsibilities: Strategy & Process Improvement: Develop and implement a comprehensive customer experience strategy to reduce friction points, increase satisfaction, and drive customer loyalty. Oversee customer interactions across all channels (email, chat, social media, calls, WhatsApp), ensuring a consistent brand voice and experience. Operations & Logistics Coordination: Coordinate closely with the logistics, warehousing, and operations teams to ensure timely and accurate order fulfillment, manage carrier performance, and handle delivery escalations effectively. Work closely with Product Category, Tech Support, Operations, and Marketing to resolve systemic issues Support campaigns and launches with seamless CX planning and execution. Revenue Enablement: Design and implement processes for cross-selling and upselling during customer support interactions. Train the CX team to identify revenue opportunities while maintaining a service-first mindset. Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings. Data Analysis & Insights: Monitor key performance indicators (KPIs) such as CSAT, Net Promoter Score (NPS), First Response Time (FRT), and resolution rates. Use data to identify root causes of issues and share actionable insights with product, marketing, and supply chain teams to prevent recurrence. Tooling & Automation: Select, implement, and optimize customer support tools and CRM platforms to enhance efficiency, incorporate self-service options (like automated tracking updates), and manage workflows. Policy & Compliance: Design and enforce clear, fair customer service policies (returns, refunds, replacements) that align with legal requirements and brand values.

Qualification:

Minimum Graduation.

Desire Candidate Profile: Analytical Skills:

Strong ability to interpret customer data, identify trends, and make data-driven decisions. Communication:

Exceptional written and verbal communication skills, with the ability to de-escalate situations and articulate complex issues clearly to stakeholders at all levels. E-commerce/Logistics Knowledge:

A deep understanding of the e-commerce fulfillment lifecycle, from order placement to delivery, including 3PL (third-party logistics) management and inventory basics. Problem-Solving:

Excellent problem-solving skills and the ability to drive continuous improvement initiatives. Technical Proficiency:

Hands-on experience with CRM systems, helpdesk software, and e-commerce platforms (Shopify experience preferred).