Head of Customer Experience

C&C Collective Private Limited; Chandigarh; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

C&C Collective (Cotton & Clay) in Chandigarh, India, seeks a Head of Customer Experience to design and evolve a seamless, AI-powered customer journey across digital channels. You will drive strategy, analytics, and cross-functional alignment to deliver personalized, proactive service.

You will lead a team, balance AI automation with human support, and champion customer insights to improve loyalty, retention, and brand love in a fast-paced ecommerce context.

Qualifications

• Demonstrated expertise in customer experience management and journey design.
• Proven track record of improving CSAT, NPS, and retention.
• Experience with AI-enabled customer service or Agentic AI is a plus.
• Leadership of cross-functional teams in ecommerce or digital-first businesses.
• Bachelor's/Master's in a relevant field; on-site in Chandigarh.

Responsibilities

• Define and lead the CX strategy aligned with brand vision and growth priorities.
• Design end-to-end journeys across digital touchpoints for personalization.
• Drive AI-led customer experiences with product and tech partners.
• Own CSAT, NPS, CES and loyalty initiatives and benchmarks.
• Lead, mentor, and scale customer-facing teams with SLA governance.
• Establish cross-functional collaboration to align customer insights with product decisions.

Skills

CX strategy

Team leadership

Digital transformation

Agentic AI

Analytics

Stakeholder mgmt

Education

MBA or related field

Bachelor's degree

Tools

CRM systems

Job description

Head of Customer Experience

Company: C&C Collective (Cotton & Clay)

Location: Chandigarh, India

Work Mode: Full-time, On-site

About C&C Collective

C&C Collective (Cotton & Clay) is a digital-first fashion company founded in 2026, reimagining how apparel is discovered, curated, and experienced online. Based in Chandigarh, India, the company combines fashion, technology, and personalization to deliver modern, thoughtfully curated wardrobe solutions tailored to individual preferences.

With a vision to transform the global online fashion retail experience, C&C Collective is building a customer-centric ecosystem powered by digital innovation, intelligent automation, and Agentic AI. We foster a collaborative, fast-paced environment where creativity, data-driven thinking, and a relentless focus on customer needs drive everything we do.

Role Overview

We are seeking a strategic and customer-obsessed Head of Customer Experience to lead the design, implementation, and continuous evolution of our end-to-end customer experience across digital channels.

This role will be instrumental in shaping an Agentic AI-led customer experience that is seamless, personalized, proactive, and consistent across every stage of the customer journey—from discovery and product recommendations to purchase, post-purchase support, and long-term engagement.

The ideal candidate will combine strategic vision, operational excellence, analytical rigor, and a deep understanding of digital customer behavior. As a key cross-functional leader, you will work closely with product, design, technology, marketing, and operations teams to translate customer insights into meaningful improvements, strengthen brand loyalty, and drive sustainable business growth.

Key Responsibilities 1. Customer Experience Strategy & Design

• Define and lead the customer experience strategy, aligned with the company’s brand vision, business objectives, and growth priorities.
• Design and optimize end-to-end customer journeys across digital touchpoints, ensuring consistency, convenience, and personalization.
• Establish customer experience principles, service standards, and performance benchmarks across the organization.
• Identify friction points and opportunities to improve the customer journey through customer research, behavioral insights, and journey mapping.

2. Agentic AI & Digital Experience Innovation

• Drive the development and continuous improvement of Agentic AI-led customer experiences, enabling proactive assistance, personalized recommendations, and intelligent service resolution.
• Partner with product and technology teams to integrate AI-powered capabilities into customer support, shopping assistance, order management, and post-purchase engagement.
• Establish appropriate human escalation mechanisms, quality controls, and customer safeguards to ensure AI-led interactions remain accurate, empathetic, and brand-aligned.
• Evaluate emerging technologies and customer experience innovations to improve efficiency, personalization, and customer satisfaction.

3. Customer Satisfaction & Loyalty

• Own customer satisfaction and experience outcomes, including CSAT, NPS, Customer Effort Score (CES), retention, and other relevant performance indicators.
• Develop initiatives that improve customer trust, repeat purchases, engagement, and long-term loyalty.
• Analyze customer feedback, reviews, complaints, and behavioral patterns to identify recurring issues and opportunities for improvement.
• Build structured feedback loops to ensure customer insights inform product development, service enhancements, and business decisions.

4. Customer Service Operations & Team Leadership

• Lead, develop, and mentor customer-facing teams, fostering a culture of empathy, accountability, responsiveness, and continuous improvement.
• Establish service workflows, escalation protocols, quality assurance frameworks, and service-level agreements (SLAs).
• Oversee complex customer escalations, ensuring timely resolution and effective root-cause analysis.
• Optimize the balance between AI-driven automation and human support to deliver efficient, high-quality customer interactions.
• Develop team capabilities, performance management systems, and training programs that support evolving customer and business needs.

5. Data, Insights & Continuous Improvement

• Build a robust customer experience measurement framework supported by dashboards, reporting, and actionable insights.
• Translate customer data, satisfaction metrics, and digital behavior into prioritized improvement initiatives.
• Monitor key operational indicators, including response and resolution times, contact rates, service quality, and cost-to-serve.
• Use experimentation, root-cause analysis, and continuous improvement methodologies to enhance customer outcomes and operational efficiency.

6. Cross-Functional Collaboration

• Collaborate with product, design, technology, marketing, and operations teams to embed customer-centric thinking across business decisions.
• Represent the voice of the customer in strategic planning, product roadmaps, and digital experience development.
• Partner with marketing and brand teams to ensure consistency between customer expectations, brand positioning, and actual experiences.
• Drive alignment across stakeholders to ensure customer experience initiatives deliver measurable improvements in satisfaction, loyalty, and business performance.

Qualifications & Experience

• Demonstrated expertise in customer experience management, customer journey design, and the development of customer-centric strategies.
• Proven track record of improving customer satisfaction, retention, loyalty, and service quality through measurable initiatives.
• Strong understanding of digital customer journeys, e-commerce operations, and customer engagement across online channels.
• Experience leading customer service or customer experience teams, including coaching, performance management, escalation handling, and service quality governance.
• Strong analytical capabilities, with the ability to interpret customer feedback, behavioral data, and performance metrics to drive business decisions.
• Familiarity with AI-enabled customer service, conversational AI, intelligent automation, or Agentic AI applications is highly desirable.
• Excellent communication, stakeholder management, and cross-functional leadership skills.
• Ability to balance strategic thinking with hands‑on execution in a fast‑paced, evolving business environment.
• Experience in fashion, lifestyle, D2C, or other digital‑first consumer businesses is an advantage.
• Bachelor’s or Master’s degree in Business Administration, Marketing, Communications, or a related discipline, or equivalent practical experience.
• Willingness to work full‑time on‑site in Chandigarh, India.

What Success Looks Like

• A seamless, personalized, and consistent customer experience across the entire digital shopping journey.
• Measurable improvements in customer satisfaction, customer effort, retention, and repeat purchase rates.
• Effective adoption of Agentic AI to enhance personalization, automate routine interactions, and accelerate issue resolution.
• Strong customer service performance, supported by clear standards, effective escalation management, and continuous improvement.
• A customer‑centric culture in which customer insights actively influence product, technology, and business decisions.

The Opportunity

At C&C Collective, you will have the opportunity to shape the customer experience function from the ground up and help define how AI, technology, and fashion come together to create a new standard for online retail. This is an opportunity for a forward‑thinking leader to build scalable customer experience capabilities, champion customer needs, and make a meaningful impact on the company’s growth and brand differentiation.