Head – Customer Experience
This is an open vacancy with one of our clients.
- Experience
- 10–16 years
- Where
- Delhi NCR, Bengaluru, Hyderabad, Chennai
- Salary
- ₹25,00,000–₹55,00,000 per year
- Work mode
- On-site, Hybrid
- Employment type
- Full-time
- Qualifications
- Graduate / Postgraduate in a relevant discipline
To apply you need a CV on file.
To apply for this role, sign in or create an account.
About the role
One of our prestigious clients is hiring a Head – Customer Experience to decide what shoppers should feel in every store, then make that happen consistently. You will set the vision for service in a luxury and retail context, direct the teams that deliver it, while tying it firmly to commercial results. The role works closely with senior leadership.
What you'll do
- Articulate the service vision along with the standards that express it on every shop floor.
- Direct the experience teams, building service capability across the store estate.
- Choose the measures stores are judged on, running reviews that hold them accountable.
- Work with sales leadership to link service habits to conversion or repeat purchase.
- Use shopper insight to rank improvements along the journey from first visit to after-sales.
- Represent the shopper's view in senior discussions on strategy.
What you'll bring
- 10–16 years of experience in retail, luxury or customer experience, including senior leadership roles.
- A graduate or postgraduate degree in a relevant field of study.
- Deep understanding of store operations, including how service affects sales.
- Experience guiding change in service standards across multiple stores.
- Strong performance management with proven team leadership at senior level.
Good to have
- Prior experience in the luxury sector with responsibility across many stores.
- Exposure to loyalty or clienteling initiatives across a store network.
- Familiarity with satisfaction or advocacy scores, including how to act on them.