Head - Customer Experience (9-15 yrs)

Head of Customer Experience

The Opportunity:

We're looking for a Head of Customer Experience to join our senior leadership team and build a high-impact CX engine that delights and retains users across every touchpoint.

What You'll Own:

- Define and lead the customer experience strategy across all online and offline channels.

- Own and track key CX metrics like NPS to measure satisfaction and identify improvement areas.

- Design the end-to-end customer journey-from first touch to repeat engagement-using insights and data.

- Partner with marketing to roll out region-specific CX initiatives and drive customer loyalty.

- Collaborate with product, store ops, and offline marketing teams to build integrated, hyperlocal solutions.

- Co-develop the brand experience with leadership, shaping company's voice and positioning.

- Act as a key member of the core leadership team driving company-wide decisions.

What We're Looking For:

- 10-12+ years of experience in customer experience, brand marketing, or strategy roles.

- Leadership experience in fast-paced, target-driven environments.

- Deep understanding of B2C brand building, ideally in beauty, lifestyle, or retail sectors.

- Track record of executing pan-India marketing strategies across ATL, BTL, and digital touchpoints.

- Strong cross-functional collaboration and communication skills.

- Passion for building for India's tier-2 and tier-3 consumers.

Preferred:

- Experience in partnerships and strategic collaborations

- Previous work in scaling CX and brand strategy in a consumer startup