Team Lead - Customer Experience

Dermatouch; Ahmedabad District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Dermatouch is seeking a Customer Experience leader in India to lead a CX team across calls, email, social, and communities. You will drive engagement, retention, and customer insights through structured programs and cross-functional collaboration with product, marketing, and operations.

Ideal candidates have 4–6 years in CX/CS, 2+ years in team leadership, and strong skills in leadership, communication, and analytics. Experience with CRM and survey tools is preferred.

Qualifications

• 4–6 years of experience in Customer Experience or Customer Success.
• At least 2 years of team handling experience.
• Strong leadership, communication, and analytical skills.
• Experience with CRM, customer engagement, and survey tools.
• Preferred experience in D2C, E-commerce, FMCG, or Beauty & Personal Care.

Responsibilities

• Lead, mentor, and manage the CX team to achieve service and engagement goals.
• Analyse insights from customer interactions across calls, emails, WhatsApp, surveys, communities and chat.
• Monitor feedback, identify trends, drive initiatives to improve satisfaction and retention.
• Manage communities, advocacy programs, product launches, beta testing and feedback campaigns.
• Collaborate with Product, Marketing, R&D, Operations and Customer Support to implement improvements.
• Monitor online reviews and social media sentiment; handle escalations.
• Track CX metrics, prepare reports and present insights to stakeholders.
• Develop SOPs, ensure process compliance and continuously improve CX operations.

Skills

Leadership

Communication

Analytical thinking

Team leadership

Tools

CRM software

Customer engagement tools

Survey tools

Job description

• Lead, mentor, and manage the Customer Experience team to achieve service and engagement goals.
  
• Analyse and prepare meaningful insights via customer interactions across calls, emails, WhatsApp, surveys, communities, and chat platforms.
  
• Monitor customer feedback, identify trends, and drive initiatives to improve customer satisfaction and retention.
  
• Manage customer communities, advocacy programs, product launches, beta testing, and feedback campaigns.
  
• Collaborate with Product, Marketing, R&D, Operations, and Customer Support teams to implement customer-driven improvements.
  
• Monitor online reviews, social media sentiment, and handle escalated customer concerns.
  
• Track key CX metrics, prepare reports, and present actionable insights to stakeholders.
  
• Develop SOPs, ensure process compliance, and continuously improve customer experience operations.
  

Requirements

• 4–6 years of experience in Customer Experience, Customer Success.
  
• At least 2 years of team handling experience.
  
• Strong leadership, communication, and analytical skills.
  
• Experience with CRM, customer engagement, and survey tools.
  
• Preferred experience in D2C, E-commerce, FMCG, or Beauty & Personal Care.