Customer Experience Lead

10-12 Years

Posted 18 hours ago
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Job Description

The Head of Customer Experience (CX) is responsible for designing, orchestrating, and continuously improving the end-to-end customer journey across all touchpoints — online and offline — to deliver a consistent, differentiated, and loyalty-driven experience across international markets.

This role will serve as the customer journey architect, aligning CRM, marketing automation, loyalty, retail operations, e-commerce, and customer service into a single, cohesive CX strategy that drives customer lifetime value, engagement, and retention.

Key Responsibilities

End-to-End Customer Journey Ownership

Define and own the customer journey framework across all stages: awareness, acquisition, onboarding, engagement, purchase, post-purchase, loyalty, and advocacy.
Map and continuously optimize omnichannel journeys across:
Physical stores
E-commerce & mobile apps
CRM communications (email, SMS, push, WhatsApp, etc.)
Customer service & contact centers
Identify friction points and design scalable journey improvements across markets.

1.CRM, Marketing Automation & Loyalty Orchestration

Act as the business owner for the CRM, marketing automation platform, and loyalty engine from a CX perspective.
Translate customer journey requirements into:
Trigger-based campaigns
Lifecycle programs
Personalization and segmentation logic
Ensure loyalty mechanics (earn, burn, tiers, rewards) are seamlessly embedded into customer journeys and communications.
Partner with Marketing and E-Commerce to ensure campaigns align with CX principles and journey design.

2.Omnichannel Consistency & Integration

Ensure a consistent brand and experience standard across all channels and markets.
Align online and offline data to support:
Single customer view
Cross-channel recognition and personalization
Work with IT, Data, and Operations teams to resolve integration gaps affecting CX.

3.Voice of Customer & Experience Measurement

Establish and manage a Voice of Customer (VoC) framework, including:
NPS, CSAT, CES
Customer feedback and insights from all channels
Use data and insights to drive prioritization of CX initiatives.
Define and track CX KPIs linked to business outcomes (retention, repeat rate, CLV).

4.Regional CX Governance & Standards

Define CX principles, playbooks, and standards that can scale across 14 countries while allowing for local market nuances.
Partner with regional and country teams to drive adoption and execution.
Act as a change leader to embed a customer-first culture across the organization.

5.Cross-Functional Leadership

Collaborate closely with:
Head of E-Commerce & Marketing
Retail Operations
Customer Service
IT / Digital / Data
Act as the central CX integrator, ensuring teams work toward a shared customer vision rather than siloed objectives.
Influence without direct authority across multiple functions and geographies.

Key Expectations (First 12–18 Months)

Deliver a clear, documented end-to-end customer journey across online and offline channels.
Operationalize CRM, marketing automation, and loyalty into a single, cohesive CX engine.
Improve customer engagement, loyalty participation, and retention metrics.
Establish CX governance and measurement across all markets.
Become the internal authority on customer experience and journey design.

Job Qualifications

10 years of experience in Customer Experience, CRM, Loyalty, Digital, or Omnichannel roles within: Retail, FMCG, hospitality, or consumer-centric industries
Proven experience leading regional or international CX initiatives.
Hands-on experience with:
CRM platforms
Marketing automation tools
Loyalty programs (points, tiers, personalization engines)

Skills & Capabilities