Lead - Customer Experience - Retail

Role : Lead - Customer Experience (CX) Location : Gurgaon We are looking for an experienced Customer Experience professional to lead and elevate the end-to-end customer journey for a premium luxury retail brand based in Gurgaon. Location : Gurgaon Experience : 8 - 10 Years Qualification : MBA from a Tier-1/2/3 Institute Industry Preference : Luxury Retail, Premium Brands, Hospitality, Aviation, High-End Consumer Experience Key Responsibilities : - Define and drive customer experience strategy across online and offline touchpoints - Enhance boutique/store experience and personalized concierge services - Lead omnichannel customer journey initiatives - Analyze customer feedback, NPS, reviews, and service metrics - Drive customer retention, loyalty, and engagement programs - Build SOPs for customer service, escalations, and service recovery - Train customer-facing teams on luxury service standards - Manage CRM platforms, CX tools, and customer analytics What We're Looking For : - Strong expertise in Customer Journey Mapping & CX Design - Experience handling premium/high-net-worth customers - Deep understanding of luxury service standards - Strong stakeholder management and problem-solving skills - Passion for building customer-first cultures If you have a proven track record of creating exceptional customer experiences and are looking to work with a leading premium retail organization, we'd love to connect. .