Head of Customer Experience and Support Governance

Role Overview Curefit is seeking a dynamic and strategic Customer Experience Lead to spearhead CX operations for its fitness products business. This leadership role is central to shaping the end-to-end customer journey, driving satisfaction, and championing the voice of the customer across the organisation. The position reports directly to the Head of Operations and Customer Experience and demands a high degree of ownership, analytical thinking, and team leadership. Key Responsibilities - Serve as the primary advocate for the customer within the organisation, representing customer interests in strategic and day-to-day decisions - Design and execute a comprehensive customer experience strategy aligned with the company's broader vision and business goals - Identify gaps across the customer journey, prioritise high-impact initiatives, and develop a structured CX improvement roadmap - Work closely with operations, category, technology, and marketing teams to implement initiatives that elevate the customer experience - Leverage data analytics and qualitative research to extract actionable customer insights and drive continuous improvement - Monitor and report on key CX metrics across all customer journey touchpoints, including satisfaction scores and retention rates - Oversee a customer support team of 80+ members, define clear KPIs, and ensure efficient cost planning and budget control - Lead, mentor, and inspire the CX team while fostering a culture of customer-centricity and ongoing excellence Required Qualifications - 7 or more years of total professional experience with at least 2 years in a team management capacity - Strong blend of strategic thinking and hands-on operational execution with a proven track record in both - Minimum 2 years of strategy experience from management consulting or corporate strategy roles - Minimum 2 years of execution experience in customer-facing, operations, or P&L ownership roles - Demonstrated ability to solve complex problems proactively and drive decisions with confidence - Proven cross-functional collaboration skills across product, engineering, and business teams - Deep empathy for customers and a genuine passion for improving the user experience - Excellent written and verbal communication skills with the ability to clearly present solutions and recommendations Why Join Us Curefit is one of India's leading health and fitness platforms, offering a dynamic work environment where your impact on customer experience is felt at scale. This is a rare opportunity to lead a large CX function, shape strategy from the ground up, and make a meaningful difference in how customers experience fitness and wellness.

- 7+ years of overall professional experience - Minimum 2 years of team management experience - 2+ years in management consulting or corporate strategy - 2+ years in customer-facing or operations roles - Strong data analytics and customer research skills - Proven cross-functional stakeholder management - Excellent written and verbal communication skills - High ownership mindset with confident decision-making ability - Experience managing large customer support teams

- Opportunity to lead a 80+ member CX team - High-impact leadership role at a top fitness and wellness brand - Cross-functional exposure across product, tech, and operations - Dynamic and growth-oriented work culture