Head - Customer Experience/ Relationship Manager

People Fraction; Bengaluru; On-site; INR 1,500,000 - 2,400,000; Full time

Job summary

People Fraction is seeking a seasoned Customer Experience leader in Bengaluru to own and elevate the entire pet parent journey across hospitals and home visits. You will bridge doctors and customers, ensure consistent service, and lead CX teams across clinics with a strong emphasis on empathy and premium service.

Ideal candidates will have 7+ years in CX/guest relations, a background in luxury hospitality, and proven skills in team-building, training, and delivering service excellence.

Qualifications

• 7+ years in customer experience / guest relations
• Background in 5-star hospitality / premium service brands preferred
• Strong in team building, training & service excellence
• High empathy, communication & problem-solving skills

Responsibilities

• Own and elevate the end-to-end customer (pet parent) experience across hospitals and home visits
• Hire and lead customer experience teams across clinics
• Oversee IPD and critical cases, with timely updates and sensitivity
• Drive feedback collection via calls, WhatsApp, etc., and implement improvements
• Build and standardize customer experience processes and SOPs across clinics
• Collaborate with doctors and operations teams, acting as the voice of the customer internally

Job description

Role Overview

We’re looking for someone to own and elevate the entire customer (pet parent) experience across hospitals and vet home visits. This role blends healthcare + hospitality and requires a strong service mindset.

Key Responsibilities

1. Customer Experience Ownership

• Manage end-to-end pet parent journey (OPD, IPD, home visits)
• Act as the bridge between doctors & customers
• Ensure consistent, high-quality experience

2. Team Hiring & Training

• Hire and lead customer experience teams across clinics
• Train teams on communication, empathy & service standards

3. IPD & Critical Cases

• Oversee experience for admitted pets (IPD)
• Ensure timely updates & handle sensitive situations

4. Feedback & Improvement

• Drive feedback collection (calls, WhatsApp, etc.)
• Implement improvements based on insights

  5. Process & SOPs

  • Build and standardize customer experience processes
  • Ensure consistency across all clinics

  6. Cross-functional Coordination

  • Work closely with doctors & operations teams
  • Act as the voice of the customer internally

  Ideal Candidate

  • 7+ years in customer experience / guest relations
  • Background in 5-star hospitality / premium service brands preferred
  • Strong in team building, training & service excellence
  • High empathy, communication & problem-solving skills

  About the Company

  Dr Doodley is a Bengaluru-based, high-growth pet healthcare company redefining the standards of veterinary care in India through an integrated and technology-enabled approach. Established in 2023, the company operates a hybrid care model, combining on-demand, at-home veterinary services with 7 multispecialty pet hospitals across Bangalore, delivering comprehensive care 24/7, ensuring seamless and accessible care for pet parents.
  Dr Doodley has demonstrated significant scale and impact, having served over 30,000 pets and conducted 1,000+ surgical procedures, supported by a growing network of veterinary professionals and clinical infrastructure.
  With a clear vision to build India’s most trusted and comprehensive pet healthcare platform, Dr. Doodley is focused on expanding its hospital network, strengthening clinical excellence, and delivering a consistently high-quality, compassionate experience for pet parents.