Customer Experience Executive

Role Own the end-to-end post-purchase customer experience across B2C, D2C & B2B channels, driving customer satisfaction, retention and loyalty. Key Responsibilities Manage customer support across all touchpoints Resolve queries, returns, replacements & escalations Drive customer retention, repeat purchases & win-back campaigns Manage CRM journeys, customer communication, reviews & ratings Collect and share customer insights with Marketing, Operations & Product teams Coordinate with internal teams to ensure seamless customer experience Develop and implement strategies to improve customer satisfaction and loyalty Analyze customer feedback and sentiment to inform business decisions Collaborate with cross-functional teams to resolve customer issues and improve overall customer experience Ensure compliance with company policies and procedures Provide exceptional customer service through multiple channels (phone, email, chat) Develop and maintain relationships with key stakeholders, including customers, internal teams, and external partners