Job Description

Role Overview

As the CX Manager, you will own the end-to-end customer journey--ensuring seamless,

personalized experiences across WhatsApp, email, social media, website, and post-

purchase touchpoints. You will build strong processes, leverage data for continuous

improvement, and work closely with marketing, operations, and product teams to deliver an

exceptional brand experience.

Key Responsibilities

Map and continuously optimize the customer experience from awareness to

advocacy.

Identify pain points and create moments that surprise & delight customers.

Lead the customer support team to deliver fast, empathetic, and personalized

responses.

Oversee WhatsApp, email, and social media query resolution with clear SLAs.

Implement personalization protocols for engraving requests, order changes, and

gift customizations.

Collect and analyze customer feedback to influence product and process

improvements.

Track key CX metrics: NPS, CSAT, repeat purchase rate, average response time.

Share actionable insights with leadership to guide brand and product strategy.

Own the CRM and CX automation tools to ensure smooth, personalized customer

interactions.

Work with tech and marketing to create automated yet human-like experiences.

Requirements

4-5 years of experience in Customer Experience, Customer Success, or similar

role (premium/luxury/FMCG/e-commerce background preferred).

Strong understanding of CX best practices, CRM systems, and automation tools

(WhatsApp API, BIK, etc.).

Excellent communication skills in English and Malayalam (Hindi is a plus).

Ability to balance empathy with data-driven decision-making.

A knack for storytelling and building emotional brand connections.

Comfortable working in a fast-paced, growth-stage startup



4-5 years of experience in Customer Experience, Customer Success, or similar

role (premium/luxury/FMCG/e-commerce background preferred).

Strong understanding of CX best practices, CRM systems, and automation tools

(WhatsApp API, BIK, etc.).

Excellent communication skills in English and Malayalam (Hindi is a plus).

Ability to balance empathy with data-driven decision-making.

A knack for storytelling and building emotional brand connections.

Comfortable working in a fast-paced, growth-stage startup

Ensure brand voice consistency across all customer-facing communications.