Manager Customer Experience

Purplle.com; Mumbai; On-site; INR 2,100,000 - 3,200,000; Full time

Job summary

Purplle is seeking a Manager – Customer Experience to own CX as a growth lever, not a cost center, and to drive data-driven improvements across strategy, programs, and technology. You will lead end-to-end CX initiatives, including AI-powered enhancements and structured retention efforts, in a fast-moving e-commerce environment.

You will own a small team, build robust metrics beyond CSAT, and work to close gaps in delivery promises, repeat-purchase engines, and support automation, all while

Qualifications

• 3-4+ years in program management, customer experience, CX operations, or a closely related role, with at least 2+ years managing a team, ideally in e-commerce or D2C.
• Data-driven with ability to write SQL, sanity-check datasets, and build a strong business case.
• Experience with AI/automation: chatbots, IVR, call-scoring, or GenAI-powered support tooling.
• Bias for root-cause analysis and structured problem solving with clear ownership of outcomes.
• Comfort working in ambiguity and building structure where informal processes exist.

Responsibilities

• Own CX strategy, economics, and metrics; tie CX outcomes to revenue/retention.
• Lead data-driven program management; validate data and drive root-cause actions.
• Oversee AI/automation initiatives: chatbot, IVR, and smart self-serve flows.
• Build and lead a small CX team across tools, metrics, and data/automation.
• Capture Voice of Customer and translate feedback into prioritized fixes.

Skills

Program management

Customer experience

Data analysis

SQL

AI/Automation

Leadership

Communication

Tools

BigQuery

BI tools

Job description

Job Description:

About The Role

Purplle is looking for a Manager – Customer Experience to own CX as a growth lever, not a cost center. This is not a support-desk management role. You will drive CX excellence through structured program management and a rigorously data-driven approach, paired with hands‑on command of AI-driven automation — to find where the business is genuinely losing customers and revenue, and to build the operational and technological fixes that close those gaps. You'll inherit a function with real, well-documented problems: delivery promises that aren't consistently kept, a repeat-purchase engine that’s leaking, a support chatbot scaling faster than its accountability, and years of tribal knowledge that has never been turned into an owned, measured system. Your job is to fix that — with data, not opinions. This role suits someone who gets genuine energy from finding the one number in a mountain of data that changes the whole conversation, and then has the operational grit to actually go fix what it points to.

What You’ll Own

Customer Experience Strategy & Economics

• Build and own the CX scorecard beyond NPS: OTIF (on-time-in-full), CPKO, resolution speed, escalation rate, repeat-purchase behavior by customer tier — and tie every one of them to a revenue or retention number leadership can act on.
• Quantify the cost and reorder impact of every major CX failure mode (damaged/missing items, delivery issues, refund delays) and use it to prioritize fixes by rupee impact, not by ticket volume.
• Own resolution-policy decisions (e.g., redispatch vs. refund) with hard data on which choice actually keeps a customer.

Data-Driven Program Management

• Be comfortable pulling and validating your own data (SQL, BigQuery or equivalent) rather than waiting on a dashboard someone else maintains.
• Run root-cause analysis that survives scrutiny — right-sized samples, corrected logic, honest callouts when two systems disagree, and a clear line between “verified” and “a model.”
• Segment customers by lifetime value and behavior (tiers, first-time vs. repeat, state/geography) to find where the highest-leverage interventions are, not just the loudest complaints. AI & Automation:
• Own the chatbot/IVR stack end to end: containment rate, cost per conversation, and — critically — instrument what today isn't measured (does “closed” actually mean “resolved”?).
• Identify and build the next generation of AI-driven CX: proactive delivery-risk alerts, automated win- back campaigns for lapsing customers, smarter self-serve flows — always backed by a quantified opportunity size.
• Evaluate build-vs-buy and vendor decisions (chat, IVR, call-scoring platforms) on total cost and actual capability, not the sales deck.

Team & Operating Model

• Build and lead a small, accountable team across three areas: CX Tools & Vendor Management, CX Metrics & Voice of Customer, and Data & Automation.
• Replace informal, single-point-of-failure ownership with clear RACI, documented processes, and a team that can operate without you in the room.
• Run structured win-back and retention initiatives (e.g., outbound campaigns for customers who’ve gone quiet at 90/180 days) with proper reason-code diagnosis, not just reminder blasts.

Voice of the Customer

• Personally read and act on customer feedback — the good, the near-miss, and the genuinely angry. Every customer who takes the time to write in is a free, high-signal data point; treat it that way.
• Turn qualitative complaints into structured, quantified problems the business can prioritize. What We are Looking For:
• Experience: 3-4+ years in Program management, customer experience, CX operations, or a closely related program management role, with at least 2+ years managing a team, ideally in e-commerce, D2C, or a high-volume consumer business.
• Data-driven rigor: You can write your own SQL, sanity-check a dataset before trusting it, and build a case that survives a skeptical leadership review. Excel/BI tool mastery is table stakes; we need someone who goes deeper.
• AI/automation exposure: Chatbots, IVR, call-scoring, or GenAI-powered support tooling. You understand both what these tools do well and where they quietly fail.
• Bias for root cause: You’d rather spend two extra days finding out why something is broken than ship a patch that doesn’t hold.
• Comfort with ambiguity: You’ll be building structure where informal process currently exists — that requires initiative, not a playbook.
• Sharp, honest communication: You can present a hard truth to leadership (including your own team’s gaps) clearly, with data, without spin.
• Ownership mindset: You think in terms of retention, LTV, and cost per resolution, not just CSAT. Nice to Have
• Experience in beauty, fashion, or a similarly high-return, high-touch-decision retail category.

About Company

Founded in 2011, Purplle has emerged as one of India’s premier omnichannel beauty destinations, redefining the way millions shop for beauty. With 1,000+ brands, 60,000+ products, and over 7 million monthly active users, Purplle has built a powerhouse platform that seamlessly blends online and offline experiences. Expanding its footprint in 2022, Purplle introduced 6,000+ offline touchpoints and launched 100+ stores, strengthening its presence beyond digital. Beyond hosting third-party brands, Purplle has successfully scaled its own D2C powerhouses—FACES CANADA, Good Vibes, Carmesi, Purplle, and NY Bae—offering trend‑driven, high-quality beauty essentials. What sets Purplle apart is its technology driven hyper-personalized shopping experience. By curating detailed user personas, enabling virtual makeup trials, and delivering tailored product recommendations based on personality, search intent, and purchase behavior, Purplle ensures a unique, customer‑first approach. In 2022, Purplle achieved unicorn status, becoming India’s 102nd unicorn, backed by an esteemed group of investors including ADIA, Kedaara, Premji Invest, Sequoia Capital India, JSW Ventures, Goldman Sachs, Verlinvest, Blume Ventures, and Paramark Ventures. With a 3,000+ strong team and an unstoppable vision, Purplle is set to lead the charge in India’s booming beauty landscape, revolutionizing the way the nation experiences beauty.