Customer Experience Head D2C

About the RoleWe are looking for a Customer Experience Head to own the end-to-end consumer journey and drive industry-leading NPS, CSAT, retention, and customer loyalty.This role will lead customer support operations, resolve consumer pain points, and build a customer-first culture across the organization.Key ResponsibilitiesOwn and improve customer experience across all consumer touchpoints.Drive improvements in NPS, CSAT, CES, customer retention, and repeat purchase rates.Lead customer support operations across Email, Chat, WhatsApp, Social Media, and Voice channels.Ensure timely resolution of escalations, complaints, refunds, replacements, and delivery-related issues.Analyze customer feedback, reviews, support tickets, and surveys to identify and solve root-cause issues.Partner with Operations, Supply Chain, Product, Marketing, and Technology teams to improve the consumer experience.Build and monitor CX dashboards covering NPS, CSAT, FRT, TAT, escalations, refunds, and retention metrics.Own and optimize customer service platforms including Kapture and Freshdesk.Drive automation, self-service initiatives, SOP creation, and process improvements.Build, mentor, and lead a high-performing customer experience team.Success MetricsImprove NPS and CSAT scores.Reduce customer complaints and escalations.Improve response and resolution times.Increase customer retention and repeat purchase rates.Improve customer review ratings and overall satisfaction.Requirements5+ years of experience in Customer Experience, Customer Success, or Customer Support.Proven track record of improving NPS, CSAT, and customer retention.Strong analytical, problem-solving, communication, and leadership skills.Hands-on experience with Kapture, Freshdesk, Zendesk, Gorgias, Intercom, or similar customer support platforms.Experience in a fast-growing D2C, E-commerce, FMCG, Nutrition, or Consumer Brand environment is preferred.Primary GoalBuild a best-in-class customer experience function that turns customers into loyal brand advocates while creating a seamless and delightful consumer experience across every touchpoint.