Description

About Swageazy

At Swageazy, we bring creativity, efficiency, and emotion together to craft unforgettable corporate gifting experiences. Our focus isnt just on sending gifts its about building lasting brand memories.

Were looking for a Customer Experience Lead who can think beyond traditional client servicing someone who can connect dots across operations, design, tech, and sales to deliver a truly seamless and delightful customer journey.

Key Responsibilities

Customer Journey Ownership: Oversee the entire client experience from onboarding and order design to packaging and delivery.

Cross-Functional Collaboration

Work closely with

Design Team to customize gifting experiences and visual communication.
Operations & Warehouse Team to ensure flawless packaging and timely deliveries.
Sales & Marketing Team to align communication and brand storytelling.
Tech & Data Teams to automate feedback loops and improve CX metrics.
Voice of the Customer: Act as the internal advocate for the customer translating insights, pain points, and feedback into actionable solutions.
Process Optimization: Identify workflow bottlenecks and co-create smoother systems across teams.
Experience Design: Introduce creative ideas to elevate touchpoints from unboxing experiences to post-delivery thank-you communication.
Client Retention & Growth: Strengthen relationships with key clients, focusing on satisfaction, loyalty, and repeat business.
CX Metrics: Track, analyze, and report on customer satisfaction, NPS, and SLA adherence.

Skills & Competencies

Excellent communication, problem-solving, and relationship management skills
Strong project management and cross-functional coordination abilities
Analytical mindset with attention to process and detail
Empathy-driven and customer-obsessed approach
Proficiency in CRM and workflow tools (HubSpot, Notion, or similar)
Experience in B2B / corporate gifting / D2C e-commerce Degree in Business, Marketing, or related field
4-7 years of experience in Customer Success / Client Experience / Program Management
Prior exposure to working in cross-functional startup environments

Why Swageazy?

Opportunity to build experiences, not just manage clients
Exposure across design, tech, and operations a true 360 view of how gifting magic happens
Fast-paced, collaborative culture that values creativity and ownership
ESOPs for key contributors because here, ownership matters
Be part of a company turning corporate gifting into an art form

Work Location: Sector 63, Gurugram

(ref:iimjobs.com)

Interesting Job Opportunity: Swageazy - Customer Experience Lead

Job Type