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Head of Customer Experience

Head of Customer Experience

Luxury PersonifiedNew Delhi, Delhi, India
1 day ago
Job description

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.)

  • Design scalable systems to ensure uniform service quality across Ecommerce, LFR, and High Street

    • retail channels

  • Develop brand-aligned service experiences that meet the expectations of premium customers.

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

  • Overhaul the current call centre and digital support operations to ensure nominal calls and scripts &

    • ensure follow-ups.

  • Implement workforce management, intelligent call routing, and robust ticketing solutions
  • Collaborate with tech and product teams to refine customer interfaces

    • (IVR, WhatsApp, web forms, etc.)

    3. Team Leadership & Performance Management

  • Lead, coach, and mentor a diverse team of agents, regional service engineers, and customer support executives
  • Define KPIs (CSAT, FCR, NPS, missed call ratio) and set agent-level performance standards
  • Identify training needs and foster a culture of ownership and accountability with focal point being customer centricity.

    • 4. Vendor & Partner Management

  • Evaluate and manage relationships with 3rd-party service centres, logistics partners, call centre

    • vendors

  • Establish clear SLAs with external distributors and service partners, especially for high-street retail

    • networks.

    5. Analytics, Reporting & CX Improvement

  • Own the service data stack : performance dashboards, RCA reports, call audit outcomes, and customer feedback loops
  • Identify and eliminate bottlenecks by using available tools.
  • Reporting periodically to the relevant stack holders.
  • Drive insights-led interventions to reduce service response time and increase After Sales Service CSAT.

    • 6. Stakeholder Collaboration

  • Collaborate cross-functionally with Partners, Sales Teams, Marketing Teams and Warehouse Teams to

    • ensure end-to-end service readiness

  • Serve as the voice of the customer internally and influence business and product decisions

    • accordingly.

    Key Deliverables (First 6 Months)

  • Call-to-resolution ratio improvement by 70%
  • Revamp the craft the SOPs for all service channels and brand categories
  • Implementation of a centralized CRM + ticketing system & IVR / WA solution.
  • Creation of a scalable, documented service framework that can support future brand expansions.

    • Must-Have :

  • 10+ years of experience in managing service operations, ideally in luxury / premium electronics.
  • Proven success in building or restructuring service functions at a regional or national level.
  • Strong operational command over call centre KPIs, workforce management, and CRM systems.
  • Deep understanding of consumer expectations in the luxury segment.
  • Track record of cross-functional leadership and change management.

    • Preferred :

  • Experience in D2C or omnichannel brands
  • Exposure to tools like Smart Flow, Salesforce CRM or similar
  • Lean Six Sigma or service quality certifications
  • Fluency in English, Hindi (other regional languages a plus)
  • Ability to articulate well in English.

    • Personal Attributes

  • Relentless problem-solver with a builder’s mindset
  • Comfortable in high-ambiguity and entrepreneurial environments
  • Empathetic and customer-first in thinking, yet data-obsessed and execution-focused
  • Strategic thinker with a strong bias for action
  • Hands-on operator who’s not afraid to “break his head” to build something lasting.

    • 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.

    https : / / www.luxurypersonified.co.in /

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    Head Customer Experience • New Delhi, Delhi, India