Customer Experience Team Leader

Dermatouch; Ahmedabad District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Dermatouch in Ahmedabad, Gujarat, India is seeking a seasoned Head of Customer Experience to lead the CX team and drive engagement across channels.

You will analyze interactions from calls, emails, WhatsApp, surveys and social, develop SOPs, and partner with Product, Marketing, R&D and Operations to implement customer-driven improvements. Strong leadership and CRM experience required.

Qualifications

• 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.
• Preferred experience in D2C, E-commerce, FMCG, or Beauty & Personal Care.

Responsibilities

• Lead, mentor, and manage the CX team to meet service and engagement goals.
• Analyze customer interactions across calls, emails, WhatsApp, surveys, communities, and chat.
• Monitor feedback, detect trends, and drive improvements to satisfaction and retention.
• Collaborate with Product, Marketing, R&D, Operations, and Support to implement improvements.
• Develop SOPs and ensure process compliance while improving CX operations.
• Track CX metrics, prepare reports, and present insights to stakeholders.

Skills

Leadership

Communication

Analytical skills

CX strategy

Team management

Tools

CRM systems

Survey tools

Customer engagement platforms

Job description

Job Description:

About This Job

Dermatouch

Location: Ahmedabad, Gujarat, India

Work Mode: On-site

Industry: Retail Health and Personal Care Products

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.