Head of Customer Experience & RMC

Role Objective

Luxury Personified is seeking a mission-driven, process-oriented Head of After-Sales Service to revamp and lead its customer experience and service operations across India. This leader will be responsible for transforming a fragmented and under-optimized function into a high-performance, scalable, and brand aligned service ecosystem. The ideal candidate is strategic yet hands-on, with the passion to create lasting processes and systems that support luxury-brand-level customer experiences, while achieving operational efficiency.

Key Responsibilities

1. Service Strategy & Process Design

• Build, implement, and continuously improve SOPs, SLAs, and escalation matrices for all service

touchpoints (call centre, email, walk-in, etc.)

retail channels

2. Customer Support Operations (Voice, Email, Digital)

ensure follow-ups.

(IVR, WhatsApp, web forms, etc.)

3. Team Leadership & Performance Management

4. Vendor & Partner Management

vendors

networks.

5. Analytics, Reporting & CX Improvement

6. Stakeholder Collaboration

ensure end-to-end service readiness

accordingly.

Key Deliverables (First 6 Months)

Must-Have :

Preferred :

Personal Attributes

Why Join Luxury Personified?

At Luxury Personified, you will be part of a fast-growing company shaping the future of luxury electronics retail in India. This is a rare opportunity to design and lead the entire service backbone for some of the world’s most aspirational brands, in a dynamic and evolving market.