Director of Customer Success

The Director of Customer Experience (CX) will be a strategic and results-oriented leader

responsible for orchestrating exceptional customer journeys and maximizing satisfaction for our

B2C customers across India. This role demands a deep understanding of the Indian consumer

market, particularly within the home appliances / retail sector, where product and service quality

are paramount. The ideal candidate will possess a proven ability to implement robust processes,

leverage technology for actionable analytics, and develop impactful customer retention campaigns.

Key Responsibilities :

• Strategic CX Leadership : Develop and execute a comprehensive B2C customer experience

strategy, specifically tailored for the Indian retail market, aligning with business objectives and

growth goals.

processes across all touchpoints, from pre-sales inquiry to installation, after-sales service, and

post-purchase engagement. Ensure these processes uphold the highest standards of product and

service quality that Indian customers expect.

technology solutions (e.g., CRM, analytics platforms, feedback tools) to gather, analyze, and interpret

customer data and behavioral patterns. Translate these insights into actionable strategies for

improving customer satisfaction, loyalty, and business performance.

customer retention campaigns, leveraging data-driven insights and personalized approaches to

foster long-term customer loyalty and reduce churn in the competitive market.

including installation, maintenance, and complaint resolution, ensuring prompt, efficient, and

quality service that builds customer trust and advocacy.

training and guidance to ensure consistent delivery of exceptional service standards across the

organization.

Development, and Technical Service teams to ensure a seamless and consistent customer

experience across all interactions.

social media monitoring, reviews) and actively leverage customer feedback to identify pain points,

drive continuous improvement, and maximize Net Promoter Score (NPS).

strategically, and measure the ROI of CX initiatives to demonstrate their impact on customer

satisfaction, loyalty, and overall business success.

evolving customer expectations within the Indian purifier market. Identify and implement

innovative CX solutions and technologies to maintain a competitive edge.

Qualifications :

retail / home appliances market.

customer satisfaction and loyalty.

insight generation.

importance of service quality in the Indian market.