The Role
Leads the Customer Experience team, analyzes feedback across multiple channels, monitors CX metrics and sentiment, manages communities and advocacy programs, handles escalations, develops SOPs, and collaborates cross-functionally to improve satisfaction, retention, and customer-driven product outcomes.
Summary Generated by Built In
- Lead, mentor, and manage the Customer Experience team to achieve service and engagement goals.
- Analyse and prepare meaningful insights via customer interactions across calls, emails, WhatsApp, surveys, communities, and chat platforms.
- Monitor customer feedback, identify trends, and drive initiatives to improve customer satisfaction and retention.
- Manage customer communities, advocacy programs, product launches, beta testing, and feedback campaigns.
- Collaborate with Product, Marketing, R&D, Operations, and Customer Support teams to implement customer-driven improvements.
- Monitor online reviews, social media sentiment, and handle escalated customer concerns.
- Track key CX metrics, prepare reports, and present actionable insights to stakeholders.
- Develop SOPs, ensure process compliance, and continuously improve customer experience operations.
Requirements
- 4–6 years of experience in Customer Experience, Customer Success.
- At least 2 years of team handling experience.
- Strong leadership, communication, and analytical skills.
- Experience with CRM, customer engagement, and survey tools.
- Preferred experience in D2C, E-commerce, FMCG, or Beauty & Personal Care.
Skills Required
- 4-6 years of experience in Customer Experience or Customer Success
- At least 2 years of team handling experience
- Strong leadership, communication, and analytical skills
- Experience with CRM, customer engagement, and survey tools
- Experience in D2C, E-commerce, FMCG, or Beauty and Personal Care
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Dermatouch is an India-based dermatology-led skincare brand and online platform offering personalized, clinically tested products for common skin concerns. Its range includes serums, creams, sunscreens, toners, moisturizers, and other formulations designed to address pigmentation, dark spots, acne, scars, and related needs. Customers can take a skin test and purchase customized products, while the company also serves retail and healthcare distribution partners.
