Head of Customer Experience

Luxury Personified; New Delhi; On-site; INR 15,00,000 - 20,00,000; Full time

Job summary

A leading luxury brand in New Delhi is seeking a Head of After-Sales Service to transform its customer experience and service operations. The ideal candidate will have over 10 years of experience in service management, with a focus on luxury electronics. Responsibilities include improving service processes, enhancing customer support operations, and leading a diverse team to drive customer satisfaction. This role offers an opportunity to shape a high-performance service ecosystem aligned with brand values.

Qualifications

• 10+ years of experience in managing service operations, ideally in luxury/premium electronics.
• Strong operational command over call centre KPIs, workforce management, and CRM systems.
• Deep understanding of consumer expectations in the luxury segment.

Responsibilities

• Build and improve SOPs, SLAs, and escalation matrices for service touchpoints.
• Overhaul call center and digital support operations to ensure efficiency.
• Lead and coach a diverse team to meet performance standards.
• Evaluate and manage relationships with service partners and vendors.
• Drive improvements in customer experience through analytics and reporting.
• Collaborate with internal teams to ensure service readiness.

Skills

Service operations management

Call center KPIs

Customer experience

Leadership

Tools

Salesforce CRM

Smart Flow

Job description

Role Objective

Luxury Personified is seeking a mission-driven, process-oriented Head of After-Sales Service to revamp and lead its customer experience and service operations across India. This leader will be responsible for transforming a fragmented and under-optimized function into a high-performance, scalable, and brand aligned service ecosystem. The ideal candidate is strategic yet hands-on, with the passion to create lasting processes and systems that support luxury-brand-level customer experiences, while achieving operational efficiency.

Key Responsibilities

• Service Strategy & Process Design: Build, implement, and continuously improve SOPs, SLAs, and escalation matrices for all service touchpoints (call centre, email, walk-in, etc.). Design scalable systems to ensure uniform service quality across Ecommerce, LFR, and High Street retail channels. Develop brand-aligned service experiences that meet the expectations of premium customers.
• Customer Support Operations (Voice, Email, Digital): Overhaul the current call centre and digital support operations to ensure nominal calls and scripts & ensure follow-ups. Implement workforce management, intelligent call routing, and robust ticketing solutions. Collaborate with tech and product teams to refine customer interfaces (IVR, WhatsApp, web forms, etc.).
• Team Leadership & Performance Management: Lead, coach, and mentor a diverse team of agents, regional service engineers, and customer support executives. Define KPIs (CSAT, FCR, NPS, missed call ratio) and set agent-level performance standards. Identify training needs and foster a culture of ownership and accountability with focal point being customer centricity.
• Vendor & Partner Management: Evaluate and manage relationships with 3rd-party service centres, logistics partners, call centre vendors. Establish clear SLAs with external distributors and service partners, especially for high-street retail networks.
• Analytics, Reporting & CX Improvement: Own the service data stack: performance dashboards, RCA reports, call audit outcomes, and customer feedback loops. Identify and eliminate bottlenecks by using available tools. Reporting periodically to the relevant stakeholders. Drive insights-led interventions to reduce service response time and increase After Sales Service CSAT.
• Stakeholder Collaboration: Collaborate cross-functionally with Partners, Sales Teams, Marketing Teams and Warehouse Teams to ensure end-to-end service readiness. Serve as the voice of the customer internally and influence business and product decisions accordingly.

Key Deliverables (First 6 Months)

• Call-to-resolution ratio improvement by 70%.
• Revamp the SOPs for all service channels and brand categories.
• Implementation of a centralized CRM + ticketing system & IVR/WA solution.
• Creation of a scalable, documented service framework that can support future brand expansions.

Must-Have

• 10+ years of experience in managing service operations, ideally in luxury/premium electronics.
• Proven success in building or restructuring service functions at a regional or national level.
• Strong operational command over call centre KPIs, workforce management, and CRM systems.
• Deep understanding of consumer expectations in the luxury segment.
• Track record of cross-functional leadership and change management.

Preferred

• Experience in D2C or omnichannel brands.
• Exposure to tools like Smart Flow, Salesforce CRM or similar.
• Lean Six Sigma or service quality certifications.
• Fluency in English, Hindi (other regional languages a plus).
• Ability to articulate well in English.

Personal Attributes

• Relentless problem-solver with a builder’s mindset.
• Comfortable in high-ambiguity and entrepreneurial environments.
• Empathetic and customer-first in thinking, yet data-obsessed and execution-focused.
• Strategic thinker with a strong bias for action.
• Hands-on operator who’s not afraid to “break his head” to build something lasting.

Why Join Luxury Personified

Luxury Personified is an equal opportunity employer and welcomes applications from diverse candidates.