Head of Customer Experience

Role Overview We are looking for a seasoned Head of Customer Experience to join a leading retail and fashion organisation based in Bengaluru. This is a director-level opportunity for a visionary leader who has successfully led transformational customer experience journeys and is passionate about building lasting customer loyalty. The role demands a strategic thinker who can align customer service excellence with broader business objectives. Key Responsibilities - Develop and execute comprehensive customer experience strategies to boost customer satisfaction and long-term loyalty - Drive business growth in the watches segment by identifying and capitalising on market opportunities across Bengaluru and beyond - Partner with cross-functional teams to streamline customer touchpoints and elevate service delivery standards - Build and implement an omni-channel marketing playbook to create a unified brand experience across all platforms - Monitor and analyse customer feedback, market data, and industry trends to guide strategic decisions - Champion innovative solutions that enhance customer engagement and differentiate the brand in a competitive market - Ensure all customer service practices remain consistent with the organisation's core brand values and business goals Required Qualifications - MBA or equivalent postgraduate qualification preferred - Minimum 11 years of experience in customer experience, customer service, or related functions - Demonstrated expertise in growth strategies within the retail or fashion industry - Proven track record of leading cross-functional teams and delivering measurable business outcomes - Strong analytical capabilities with experience interpreting customer data and market insights - Must have led a significant organisational transformation in a customer experience context Why Join Us This is a rare opportunity to shape the customer experience vision of one of India's largest retail and fashion companies, working within an inclusive culture that champions professional growth and rewards innovation.

- 11+ years of experience in customer experience or customer service roles - MBA or relevant postgraduate degree preferred - Prior experience in retail or fashion industry is mandatory - Proven ability to lead and inspire cross-functional teams - Strong expertise in omni-channel strategy and customer engagement - Excellent analytical and data interpretation skills - Must have led a transformational CX initiative at an organisational level - Director-level leadership and stakeholder management capabilities

- Opportunity to lead CX strategy for a top-tier retail and fashion brand - Inclusive and growth-oriented company culture - High-impact leadership role with organisation-wide influence - Professional development and career advancement opportunities