Customer experience manager

Talks About People HR Solutions · Bangalore, India

Hiring Alert | Customer Experience Manager - Premium Luxury Retail brand (Offline Stores)

CTC: upto 24 LPA overall** | Experience: 6-9 Years

Location: Bangalore/Bengaluru, India

A leading premium luxury retail brand is looking for an experienced Customer Experience Manager to lead and elevate customer experience across its Pan-India retail network. This role requires extensive travel across India to partner with regional teams, conduct store visits, drive CX initiatives, and ensure consistent service excellence across all locations.

This leadership role is ideal for professionals with expertise in CX strategy, service excellence, customer journey design, and retail operations, who can build customer-first cultures and deliver exceptional in-store experiences.

Key Responsibilities

• Define and implement customer experience strategy, service standards, SOPs, and CX playbooks across stores

• Enhance end-to-end customer journeys and ensure a consistent premium experience across all retail touchpoints

• Partner with Retail Operations, L& D, Marketing, and Visual Merchandising teams to drive service excellence

• Lead Voice of Customer (Vo C) initiatives, including NPS, CSAT, CES, Google Reviews, and mystery audits

• Analyze customer insights to improve conversion, customer retention, repeat purchases, and Average Ticket Value (ATV)

• Drive customer engagement, service recovery, and continuous improvement initiatives across regions

Required Skills & Experience

• 6–9 years of experience in Customer Experience, Retail Operations, Service Excellence, or Customer Success

• Proven experience managing multi-store, multi-city retail operations

• Strong expertise in customer journey mapping, consumer behavior, CX analytics, and stakeholder management

• Excellent leadership, communication, and cross-functional collaboration skills

Preferred Background: Professionals from Luxury Retail, Premium Consumer Brands, Luxury Goods, Luxury Lifestyle, Fashion, Non-Apparel Retail, Hospitality, or other premium customer-focused industries will be highly preferred.

Interested candidates can share their updated CV for a confidential discussion.