Customer Experience Head

Job Summary

The Customer Experience Head is responsible for leading and developing the company's overall customer experience strategy across e-commerce and retail channels. This role oversees the Customer Support team while driving initiatives that enhance customer satisfaction, improve operational efficiency, and strengthen customer loyalty. The position establishes customer service standards, implements scalable processes, monitors key performance metrics, and fosters a customer‑centric culture across the organization.

Strategic Leadership

• Develop and execute the company's customer experience strategy aligned with business objectives.
• Build and maintain a customer‑centric culture across all departments.
• Identify opportunities to improve the customer journey and overall service quality.
• Develop customer service policies, SOPs, and service standards.

Customer Support Operations