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Customer Experience Manager at The Souled Store — Mumbai

Experience6–10 yrs
SalaryNot disclosed
Work modeonsite
Posted30 Sept 2026

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About The Souled Store

The Souled Store is hiring in Mumbai in consumer goods. This role looks for around 6+ years of experience.

Skills

customer experience strategy
customer service analytics
CRM
helpdesk tools
AI-assisted support
customer support operations

The role

A customer experience manager at a consumer e-commerce company improves customer support operations through customer experience strategy, customer service analytics, and helpdesk tools. The role also applies CRM.

Full job description

Key ResponsibilitiesCustomer Experience Delivery & Team LeadershipExecute the CX strategy and roadmap, translating it into clear team goals and action plans.Promote a customer-first culture within the team and drive initiatives that improve satisfaction, retention, and repeat business.Implement service standards, SOPs, and best practices across all customer interaction channels.Customer Operations ManagementManage end-to-end support operations across phone, email, chat, social media, and other digital channels.Improve response times, resolution rates, and CSAT through regular performance reviews and process fixes.Track operational KPIs (FRT, TAT, FCR, CSAT, NPS, backlog, quality scores) and hold the team accountable for targets.Plan staffing, shifts, and workload to maintain service levels during peak periods and sale seasons.Customer Insights & AnalyticsAnalyze service trends, NPS, CSAT, social listening data, and Voice of Customer (VOC) inputs to find improvement opportunities.Prepare regular MIS and dashboards, and share insights and recommendations with leadership.Stakeholder & Cross-Functional CollaborationDrive cross-functional follow-ups to close customer pain points and reduce repeat complaints.Handle escalations and brand-sensitive customer issues, and involve senior leadership when required.Process Excellence & AutomationMake effective use of the CRM, helpdesk, and reporting tools, and suggest improvements.Support the rollout of automation, chatbots, and AI-assisted support tools, and refine workflows to scale without compromising quality.Capability BuildingConduct regular quality audits, call and chat reviews, and feedback sessions.Identify high performers and support succession planning within the team.Encourage ownership, empathy, and continuous learning.Requirements6 to 10 years of experience in customer service or customer experience, with at least 2 to 3 years managing a team (Team Lead / Assistant Manager / Manager level).Experience managing multi-channel customer support teams (voice, email, chat, social).Working knowledge of CRM and helpdesk tools, plus familiarity with AI-assisted support and automation.Prior experience in Retail, E-commerce, Consumer, Lifestyle, or other customer-facing industries preferred.