Customer Experience Manager
Customer Experience Manager
Posted on :
15-07-2025
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1 Vacancy
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Job Description
Role: Customer Experience Manager
Job Type: Full-Time
Location: Gurgaon
About Fitty:
Fitty is a new-age wellness brand from Fitelo a trusted name in Indian health and wellness. We re here to support ambitious young Indians with premium natural and convenient weight loss solutions designed for modern busy lifestyles. Focused on aesthetic goals Fitty blends effectiveness with ease all while staying authentic reliable and digitally connected to our community.
About the role:
We are looking for a customer-obsessed and process-driven Customer Experience Manager to join our team in Gurgaon. In this role you ll build and scale our customer service function from the ground up. You will be responsible for ensuring every customer interaction across chat email app WhatsApp and social is smooth efficient and leaves customers feeling valued. This is a high-impact role focused on setting up scalable systems improving service metrics and building brand trust.
Specifically this role will involve:
Job Type: Full-Time
Location: Gurgaon
About Fitty:
Fitty is a new-age wellness brand from Fitelo a trusted name in Indian health and wellness. We re here to support ambitious young Indians with premium natural and convenient weight loss solutions designed for modern busy lifestyles. Focused on aesthetic goals Fitty blends effectiveness with ease all while staying authentic reliable and digitally connected to our community.
About the role:
We are looking for a customer-obsessed and process-driven Customer Experience Manager to join our team in Gurgaon. In this role you ll build and scale our customer service function from the ground up. You will be responsible for ensuring every customer interaction across chat email app WhatsApp and social is smooth efficient and leaves customers feeling valued. This is a high-impact role focused on setting up scalable systems improving service metrics and building brand trust.
Specifically this role will involve:
- Build and lead the customer service team (internal outsourced if required)
- Set up SOPs SLAs and quality benchmarks for all customer support channels
- Monitor and drive improvements across key performance metrics TAT FCR CSAT NPS
- Manage all customer service touchpoints Fitelo app Shopify Amazon WhatsApp email and social media
- Drive positive reviews and feedback across platforms (Amazon Google Play Store etc.)
- Handle customer escalations and ensure root cause resolutions.
- Collaborate with product operations and marketing teams to improve the customer journey
- Analyze customer feedback and data to identify and address gaps in the experience.
An Ideal Candidate will have:
- 4 7 years of experience in customer experience or support preferably in a D2C or e-commerce setup.
- Strong understanding of customer support tools (e.g. Freshdesk Gorgias etc.)
- Empathetic communicator with a problem-solving approach and attention to detail.
- Proven ability to scale CX functions and implement effective service processes.
- Experience in managing NPS reviews and customer feedback systems.
Qualification:
- Bachelor s degree in Business Administration Marketing Communications or a related field.
Employment Type
Full-time
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