Customer Experience Manager

Location:Noida(Work from Office)

Experience:4-8years

Type:Full-time

About Luxmi Tea Estate

Luxmi Tea Estate is a legacy tea company rooted in some of Indias most celebrated tea-growing regions. With decades of craftsmanship and estate ownership, the brand blends heritage with modern sensibilities - bringing premium teas to a new generation of discerning consumers in India and globally. We own some of the most exciting brands in the tea category, like Luxmi, Makaibari, and more across markets like India, the US, UK.As we strengthen our D2C and digital presence,werebuilding a sharper, more contemporary content voice.

Overview

We areseekinga customer-focused and operationally strong Customer Experience Manager to oversee customer interactions and ensure a seamless service experience across Luxmi Estates ecommerce channels.This role will manage day-to-day customer support operations across D2C and marketplaces, while alsoidentifyingcustomer insights that help improve product presentation,logisticscoordination,and overall customer satisfaction.The ideal candidate combinesstrong communicationskills with operational discipline and a proactive approach to problem-solving.

Key Responsibilities

Customer Support Operations

• Manage day-to-day customer interactions across channels.
• Ensuretimely,accurate,and professional responses aligned with Luxmi Estates premium brand tone.

Customer Issue Resolution

• Handlecustomerescalations.
• Work closely withlogistics, marketplaceoperations,and internal teams to resolve issues efficiently.

Customer Experience Improvement

• Identifyrecurring customer issues and recommend improvements.
• Act as the voice of the customer within the e-commerce team.

Marketplace Customer Management

• Coordinate with marketplace teams to:
• Monitor customer reviews and ratings
• Respond to customer feedback and complaints
• Maintain strong seller ratings and customer satisfaction scores
• Ensure marketplace communication aligns with brand tone and service standards.

Marketplace Customer Management

• Track customer feedback trends and generate insights.
• Share insights with Category,Brand,and Operations teams.

Team Management

• Supervise and guide customer support executives
• Provide trainingonproduct knowledge and customer communication.

WhoWereLooking For

• 48 years of experience in customer service or customer experience roles
• Experience in e-commerce, retail, or consumer brands preferred
• Strong written and verbal communication skills
• Ability to manage customer interactions with empathy and professionalism
• Strong problem-solving and operational coordination skills

Qualification

Graduate / Postgraduate in Business Administration,Hospitality,or related field preferred.