Customer Experience Lead

16 hours ago


Lahore, Punjab, Pakistan Stylo Pvt Ltd Full time

This position will be responsible for designing and driving Company's end-to-end customer care strategy, ensuring seamless, consistent and brand-aligned service delivery across all touchpoints. This role will oversee issue resolution, refunds, returns and escalations, while building robust post-sales support processes that strengthen customer trust. By leveraging insights, analytics and technology, the incumbent will optimize systems, automate high-volume queries and enhance operational efficiency. It will also play a pivotal role in aligning customer feedback with business strategies, collaborating with cross-functional teams to improve products, services and campaigns. This role guides and mentors the customer care team, setting high service standards and fostering a culture of empathy, accountability and performance excellence.

Qualification

Masters or Bachelors degree in Business, Marketing or related field

Required Skills
  • Functional:
    • Proven expertise in customer service operations, preferably in a retail or fashion environment.
    • Strong understanding of customer service technology (CRM systems, live chat, helpdesk platforms).
    • Ability to analyze data and turn insights into action.
    • Familiarity with omnichannel retail models.
  • Behavioral:
    • Strong customer-first mindset with sensitivity to brand tone and customer expectations.
    • Strong leadership, mentoring, and people development skills.
    • Excellent communication and conflict-resolution abilities.
    • Proactive problem-solving and cross-functional collaboration.
Experience

6-7 years in Customer experience with at least 2 years in a leadership role

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