Customer Experience Manager

Mulmul · India

Role Description The Customer Experience Manager is a full-time, on-site role based in New Delhi. This role is responsible for overseeing the end-to-end customer journey across online and offline touchpoints, ensuring a seamless and satisfying experience. Day-to-day tasks include monitoring customer feedback, resolving escalated service issues, and coordinating with operations, sales, and marketing to address customer needs.

Lead and manage the Customer Care team to deliver a seamless and premium customer experience.

* Oversee customer interactions across calls, emails, WhatsApp, chat, and social media.

* Handle complex and high-priority customer escalations with empathy and ownership.

* Ensure timely resolution of customer queries while meeting defined service levels.

* Analyze customer feedback and identify opportunities to improve processes and the overall customer journey.

* Drive initiatives to reduce RTOs, returns, refunds, and repeat customer complaints.

* Collaborate with Operations, Logistics, Warehouse, Retail, E-commerce, and Quality teams to resolve customer issues effectively.

* Develop and implement SOPs, quality standards, and training programs for the Customer Care team.

* Monitor team performance through key customer service metrics and prepare regular MIS reports for leadership.

* Foster a customer-first culture that reflects Mulmul’s premium brand values.

Preferred Candidate Profile

* 3-8 years of experience in Customer Care, Customer Support, or Customer Experience,

* Experience in fashion, retail, luxury, beauty, lifestyle, or D2C brands is preferred.

* Strong leadership, communication, and conflict-resolution skills.

* Data-driven mindset with the ability to identify trends and implement process improvements.

* Passionate about creating exceptional customer experiences and building high-performing teams.

Qualifications

• Strong customer-focused mindset with experience in Customer Experience and Customer Satisfaction.
• Proficient in Customer Service practices, including handling escalations and managing support workflows.
• Excellent Communication skills, both written and verbal, to engage effectively with customers and internal teams.
• Solid Analytical Skills to interpret customer data, track KPIs, and recommend actionable improvements.
• Prior experience in retail, fashion, or e-commerce customer experience management is preferred.
• Ability to work on-site in New Delhi and collaborate across cross-functional teams.
• Bachelor’s degree in business, marketing, communications, or a related field, or equivalent practical experience.
• Comfort with CRM tools, customer support platforms, and basic reporting dashboards.
• Demonstrated ability to remain calm, empathetic, and solution-oriented in high-pressure customer situations.