Lead Customer Experience & Operations Excellence

Surya Food Agro Limited; Sector 10; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Surya Food Agro Limited in Noida seeks a seasoned Lead for Customer Experience & Operations Excellence to orchestrate customer service operations and drive continuous improvement. The role bridges customers with Sales, Production, Planning, Quality, Logistics and Finance to ensure timely delivery and high service standards.

The candidate will design SOPs, governance, and scalable processes while leading high-performing teams in Customer Operations and Sales Coordination.

Qualifications

• 10–15 years of experience in Operations, Customer Service, or Manufacturing Operations.
• Experience leading cross-functional teams across Sales, Production, Planning, Quality, Logistics, and Finance.
• Strong knowledge of ERP systems (SAP, Oracle, Microsoft Dynamics, Odoo) and data-driven decision making.
• Experience in designing SOPs, operating models, governance mechanisms and scalable customer service frameworks.

Responsibilities

• Lead end-to-end customer experience and operations excellence initiatives across the organization.
• Develop and implement customer service strategies and escalation protocols.
• Drive grievance management, RCA/CAPA, and KPI dashboards for leadership review.
• Coordinate with Sales, Production, and Logistics to ensure timely order fulfilment and service delivery.

Skills

Customer Operations

Cross-functional Leadership

ERP Systems

Stakeholder Management

Data-driven Decisions

Tools

SAP

Oracle

Microsoft Dynamics

Odoo

Job description

Position Lead Customer Experience & Operations Excellence | Noida

The group is a diversified, family-promoted Indian enterprise with established businesses across FMCG and flexible packaging. Surya Global Flexifilms is a leading manufacturer in the flexible packaging space, with strong capabilities across BOPET and specialty films, serving customers across India and international markets. The company is known for its manufacturing strength, scale, and focus on operational excellence. The group also includes Priyagold, one of Indias most widely recognized biscuit brands, with deep distribution reach and strong consumer recall built over decades. Together, the businesses represent a combination of brand-led FMCG and industrial manufacturing, supported by long-term promoter commitment. The group is currently focused on strengthening systems, building leadership depth, and preparing the organization for its next phase of growth, while continuing to scale its core businesses.

About the Role

The Lead Customer Experience & Operations Excellence is responsible for managing customer grievances, ensuring seamless customer service operations, and driving operational excellence. The role acts as the central point of coordination between customers and internal functions to ensure timely resolution of complaints, improve customer satisfaction, and strengthen service delivery through effective processes and cross-functional collaboration. The role acts as a bridge between customers and internal departments including Sales, Production, Planning, Quality, Logistics, and Finance to ensure timely execution of customer commitments while maintaining high service standards. The role will work closely with Business Leadership and Plant Heads to ensure operational performance aligns with customer commitments, business objectives, and organizational growth while developing scalable systems and high-performing teams. This follows the same leadership philosophy emphasizing structured governance, cross-functional alignment, and operational discipline.

Key Responsibilities

Operations Leadership

• Design, document and institutionalize SOPs, process maps, governance frameworks and service standards across the customer lifecycle.
• Lead end-to-end operational functions covering Customer Service, Grievance Management, Order Fulfilment, Dispatch Coordination, and Customer Operations.
• Establish structured operational frameworks to improve efficiency, scalability, and customer satisfaction.
• Drive process standardization, automation and operational discipline across customer-facing and internal business processes.
• Ensure seamless coordination between Sales, Production, Planning, Quality, Logistics, Warehouse, and Finance.
• Lead the Sales Coordination and Customer Operations team to ensure seamless execution of the order-to-delivery process.

Customer Service & Experience

• Develop and implement customer service strategies to deliver exceptional customer experience.
• Ensure timely response and resolution of customer enquiries and service requests.
• Develop customer communication protocols, service standards and escalation mechanisms to ensure a consistent customer experience.
• Act as the voice of the customer within the organization and drive continuous improvement initiatives based on customer feedback and service insights.

Customer Grievance Management

• Lead the complete grievance management process from complaint registration to closure.
• Drive Root Cause Analysis (RCA) and Corrective & Preventive Actions (CAPA).
• Monitor complaint trends and implement preventive measures to eliminate recurring issues.
• Establish customer grievance governance and SLA compliance.

Operational Performance & Analytics

• Develop operational dashboards and MIS for business leadership.
• Monitor customer service performance, grievance resolution, OTIF, order fulfilment, and operational KPIs.
• Identify process bottlenecks, service gaps and operational inefficiencies and drive corrective actions through data-driven insights. Drive data-based decision-making across operations.

Team Leadership & Capability Building

• Build and lead high-performing Customer Operations, Customer Service and Sales Coordination teams.
• Establish structured review mechanisms, performance scorecards, and accountability frameworks.
• Mentor and develop future leaders within the Operations function.
• Foster a culture of ownership, collaboration, innovation, and continuous improvement.

Experience, Skills & Attributes

• 10-15 years of experience in Operations, Customer Service, Supply Chain, or Manufacturing Operations.
• Strong exposure to customer operations, order fulfilment, grievance management, production coordination, dispatch, logistics and customer service governance.
• Experience in manufacturing, FMCG, engineering, packaging, or industrial products.
• Proven capability in leading cross-functional operational teams.
• Strong knowledge of ERP systems (SAP, Oracle, Microsoft Dynamics, Odoo, etc.).
• Excellent stakeholder management and customer relationship skills.
• Strong analytical, planning, and problem-solving capabilities.
• Experience in designing and implementing SOPs, operating models, governance mechanisms and scalable customer service frameworks.
• Ability to balance customer expectations with operational efficiency and business priorities.