Customer Experience Team Leader

Dermatouch; Ahmedabad District; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Dermatouch in Ahmedabad, Gujarat, seeks a Customer Experience Lead to mentor the CX team, drive service excellence, and elevate customer engagement across multiple channels.

You will analyze feedback from calls, emails, chats, and surveys, and collaborate with Product, Marketing, and Operations to implement customer-driven improvements, ensuring consistent experiences and strong retention.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Communication

Analytical thinking

Team management

Tools

CRM software

Survey tools

Customer engagement tools

Job description

• 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.