Customer Experience Team Leader

Dermatouch · India

Job Description

• Lead, mentor, and manage the Customer Experience team to achieve service and engagement goals.
• Analyse and prepare meaningful insights via customer interactions across calls, emails, WhatsApp, surveys, communities, and chat platforms.
• Monitor customer feedback, identify trends, and drive initiatives to improve customer satisfaction and retention.
• Manage customer communities, advocacy programs, product launches, beta testing, and feedback campaigns.
• Collaborate with Product, Marketing, R&D, Operations, and Customer Support teams to implement customer-driven improvements.
• Monitor online reviews, social media sentiment, and handle escalated customer concerns.
• Track key CX metrics, prepare reports, and present actionable insights to stakeholders.
• Develop SOPs, ensure process compliance, and continuously improve customer experience operations.

Requirements

• 4–6 years of experience in Customer Experience, Customer Success.
• At least 2 years of team handling experience.
• Strong leadership, communication, and analytical skills.
• Experience with CRM, customer engagement, and survey tools.
• Preferred experience in D2C, E-commerce, FMCG, or Beauty & Personal Care.