Head/Lead - Customer Experience - D2C Consumer Business

Hiring: Head / Lead - Customer Experience (CX)
A fast-growing D2C consumer brand is looking for an experienced Customer Experience (CX) Leader to build, scale, and transform the end-to-end customer journey across all touchpoints.
This is a high-impact leadership role for someone who has successfully built CX functions from scratch, managed high-volume customer operations, and driven automation-led transformation in a fast-paced D2C / E-commerce environment.
Role Overview
The role will own the complete customer lifecycle from pre-purchase to post-purchase across channels including voice, email, chat, WhatsApp, and social media.
The ideal candidate should have strong expertise in:
- CX operations at scale
- AI-driven automation
- Customer lifecycle management
- Process excellence
- Analytics and data-driven decision-making
- Customer retention and service transformation
Key Responsibilities

- Own end-to-end customer experience and service quality across all customer touchpoints
- Define and drive CX KPIs including CSAT, NPS, FRT, TAT, Resolution Rate, Retention, and Repeat Rate
- Build scalable SOPs, QA frameworks, escalation matrices, and service standards
- Drive automation-first CX transformation using:
- AI chatbots
- WhatsApp automation
- CRM workflows
- Self-service ecosystems
- Lead CX platforms such as Zendesk, Freshdesk, Intercom, HubSpot, or equivalent
- Analyze customer behavior, operational bottlenecks, complaint trends, and retention metrics
- Build dashboards and reporting systems for leadership visibility
- Partner closely with Product, Tech, Marketing, Operations, and Supply Chain teams
- Build and lead a high-performing CX organization with strong ownership and execution discipline
What We're Looking For
- 8-15+ years of experience in Customer Experience / Customer Support / CX Leadership
- Mandatory experience in high-growth D2C / E-commerce / Marketplace / Quick Commerce businesses
- Proven track record of building CX functions from scratch
- Strong expertise in AI-led CX automation and process transformation
- Experience managing high-volume customer support operations at scale
- Strong understanding of CSAT, NPS, customer lifecycle, and service excellence frameworks
- Strong analytical and problem-solving capabilities with data-driven mindset
- Exposure to multi-city / multi-region operations is an added advantage
Preferred Traits
- Strong ownership mindset
- Process-oriented and execution-focused
- Customer-first thinking
- Comfortable operating in high-growth and high-pressure environments
- Strong collaboration and leadership skills
- Ability to simplify complexity and build scalable systems
Location: Delhi