Manager – Customer Experience

Customer Experience Strategy & Economics
Build and own the CX scorecard beyond NPS: OTIF (on-time-in-full), CPKO, resolution speed, escalation
rate, repeat-purchase behavior by customer tier — and tie every one of them to a revenue or retention
number leadership can act on.
Quantify the cost and reorder impact of every major CX failure mode (damaged/missing items, delivery
issues, refund delays) and use it to prioritize fixes by rupee impact, not by ticket volume.
Own resolution-policy decisions (e.g., redispatch vs. refund) with hard data on which choice actually
keeps a customer.
Data-Driven Program Management
Be comfortable pulling and validating your own data (SQL, BigQuery or equivalent) rather than waiting
on a dashboard someone else maintains.
Run root-cause analysis that survives scrutiny — right-sized samples, corrected logic, honest callouts
when two systems disagree, and a clear line between “verified” and “a model.”
Segment customers by lifetime value and behavior (tiers, first-time vs. repeat, state/geography) to find
where the highest-leverage interventions are, not just the loudest complaints.
AI &Automation
Own the chatbot/IVR stack end to end: containment rate, cost per conversation, and — critically —
instrument what today isn't measured (does “closed” actually mean “resolved”?).
Identify and build the next generation of AI-driven CX: proactive delivery-risk alerts, automated win-
back campaigns for lapsing customers, smarter self-serve flows — always backed by a quantified
opportunity size.
Evaluate build-vs-buy and vendor decisions (chat, IVR, call-scoring platforms) on total cost and actual
capability, not the sales deck.
Team & Operating Model
Build and lead a small, accountable team across three areas: CX Tools & Vendor Management, CX
Metrics & Voice of Customer, and Data & Automation.
Replace informal, single-point-of-failure ownership with clear RACI, documented processes, and a team
that can operate without you in the room.
Run structured win-back and retention initiatives (e.g., outbound campaigns for customers who've gone
quiet at 90/180 days) with proper reason-code diagnosis, not just reminder blasts.
Voice of the Customer
Personally read and act on customer feedback — the good, the near-miss, and the genuinely angry.
Every customer who takes the time to write in is a free, high-signal data point; treat it that way.
Turn qualitative complaints into structured, quantified problems the business can prioritize.
About Company
Founded in 2011, Purplle has emerged as one of India’s premier omnichannel beauty destinations, redefining the way millions shop for beauty. With 1,000+ brands, 60,000+ products, and over 7 million monthly active users, Purplle has built a powerhouse platform that seamlessly blends online and offline experiences.
Expanding its footprint in 2022, Purplle introduced 6,000+ offline touchpoints and launched 100+ stores, strengthening its presence beyond digital. Beyond hosting third-party brands, Purplle has successfully scaled its own D2C powerhouses—FACES CANADA, Good Vibes, Carmesi, Purplle, and NY Bae—offering trend-driven, high-quality beauty essentials.
What sets Purplle apart is its technology driven hyper-personalized shopping experience. By curating detailed user personas, enabling virtual makeup trials, and delivering tailored product recommendations based on personality, search intent, and purchase behavior, Purplle ensures a unique, customer-first approach.
In 2022, Purplle achieved unicorn status, becoming India’s 102nd unicorn, backed by an esteemed group of investors including ADIA, Kedaara, Premji Invest, Sequoia Capital India, JSW Ventures, Goldman Sachs, Verlinvest, Blume Ventures, and Paramark Ventures.
With a 3,000+ strong team and an unstoppable vision, Purplle is set to lead the charge in India’s booming beauty landscape, revolutionizing the way the nation experiences beauty.

Work arrangement
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