Lead - Customer Support, Retention & Loyalty

We’re looking for a Lead – CX Support, Retention & Loyalty  who is passionate about helping customers, obsessed with creating memorable journeys, and eager to build strong retention and loyalty programs that fuel growth. Key Responsibilities Customer Experience (CX) Support: Lead the CX team across all channels (online, offline, social, WhatsApp, email, calls). Build and monitor SOPs for returns, exchanges, warranties, and complaint resolutions . Ensure NPS >80  and delight at every touchpoint. Handle escalations with empathy and problem-solving mindset. Retention & Loyalty: Design and implement retention strategies  to increase repeat purchases and customer LTV. Create and manage a Loyalty Program  that rewards engagement and strengthens brand love. Analyze data to track churn, repeat purchase frequency, and customer lifecycle value. Work with marketing to execute personalized campaigns, referrals, and win-back programs . Team Leadership & Strategy: Mentor and scale the CX Support team for efficiency and empathy. Collaborate with Tech, Ops, and Marketing to ensure seamless OMS/WMS integration and customer communication flows . Define metrics & dashboards  (NPS, CSAT, retention %, repeat orders, average ticket resolution time). Drive continuous improvement through audits, feedback loops, and training. What We’re Looking For Passion to help customers  – empathetic, patient, and proactive. 5–7 years of experience in CX, retention, or loyalty (D2C/retail preferred). Strong understanding of CX tools, CRM systems, OMS/WMS . Proven track record of designing retention/loyalty programs  and achieving measurable impact. Data-driven with the ability to convert insights into actionable strategies. Excellent communication, leadership, and problem-solving skills. Why Join Us? Be part of a fast-growing lifestyle brand  redefining retail in India. Opportunity to build CX & retention strategies from ground up . Work with a dynamic, young, and creative team . Competitive compensation, growth opportunities, and the chance to make a real impact.

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