E-Commerce CX & Product Lead

StarZen; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading digital solutions provider in Gurugram is seeking an experienced professional to lead customer experience initiatives. The ideal candidate will own the end-to-end customer journey, manage a team, and drive improvements across digital platforms. Responsibilities include identifying friction points, ensuring consistency in customer interactions, and leveraging data to inform product decisions. The position requires strong analytical, problem-solving, and leadership skills to enhance overall customer satisfaction and retention metrics.

Qualifications

• Experience in managing customer journey across multiple digital platforms.
• Strong analytical skills for tracking and improving customer experience metrics.
• Proven ability to lead teams and drive product initiatives.

Responsibilities

• Own the end-to-end customer journey across various digital touchpoints.
• Manage customer experience associates to ensure high service levels.
• Drive retention initiatives embedded into product and CX roadmap.

Skills

Customer experience management

Data analysis

Technical understanding of digital platforms

Team management

Problem-solving

Job description

Accountability & Responsibilities of Role:

1. Customer Experience & Journey Ownership

• Own the end-to-end customer journey across: Digital platforms (web, app); Assisted digital channels (support, WhatsApp, calls); Store-linked touchpoints impacting digital customers (fulfilment, returns, after-sales).
• Identify friction points and experience gaps across browse, PDP, checkout, payment, delivery, and post-order flows
• Design experience improvements that are consistent for the customer, regardless of channel of entry
• Ensure customer expectations set digitally are met operationally
• Act as the primary product-thinking owner for E-commerce customer experience
• Define, prioritise, and drive digital CX initiatives across the product roadmap
• Translate customer pain points and business requirements into clear product and tech briefs
• Partner closely with Technology and Engineering teams to shape solutions, prioritise work, drive delivery
• Balance customer impact, technical complexity, and commercial priorities in decision-making
• Own digital merchandising logic, navigation structure, and content presentation
• Work closely with Category Managers to ensure assortments are clearly structured and discoverable
• Ensure pricing, promotions, and content are accurate, consistent, and clearly communicated
• Drive improvements in clarity, discoverability, and conversion through disciplined data-driven merchandising decisions

4. Customer Support & Assisted Journeys

• Directly manage Customer Experience Associates
• Ensure consistent handling of customer queries, complaints, and assisted sales interactions
• Use support interactions as a structured input into CX and product improvements
• Improve first-contact resolution and reduce avoidable repeat contacts
• Ensure feedback loops from support translate into system, content, or process changes

5. Retention, Repeat & Lifecycle Experience

• Own experience elements that drive retention and repeat behaviour
• Identify and address experience gaps that negatively impact repeat purchase and trust
• Partner with Growth and Category teams to improve lifecycle experience and long-term customer value
• Ensure retention initiatives are embedded into the product and CX roadmap, not treated as campaigns

6. CX Metrics, Data & Feedback Loops

• Define and track CX-related metrics across the funnel (conversion signals, complaints, contact drivers, drop-offs)
• Use qualitative and quantitative inputs to prioritise CX and product initiatives
• Establish structured feedback loops between CX, Category, Program Management, and Growth teams
• Ensure CX decisions are data-backed and grounded in observed customer behaviour