Customer Experience Manager

Mulmul · Delhi, 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.