Customer Service Lead

About the Role

The role is responsible for owning and transforming end to end customer experience for Home Centre's Furniture and Household business across omni channel journeys. The position focuses on improving NPS, reducing escalations, and ensuring a consistent, reliable, and damage free experience from order placement to delivery and installation.

Responsibilities

Customer Experience Strategy and Governance CX Vision and Roadmap Define the customer experience strategy for Furniture and Household categories across online and offline channelsBuild a multi year roadmap covering delivery experience, installation readiness, communication, and escalation managementGovernance and Standards Define CX SOPs, service standards, and resolution frameworksEstablish clear ownership and governance across supply chain, last mile, installation, and customer careDrive leadership cadence and visibility on CX performance

End to End Customer Journey Ownership Order to Delivery Experience Own customer experience from order confirmation to delivery and installation completionEnsure seamless coordination between DCs, transport, last mile, installation, and service partnersExperience Consistency Ensure consistent experience across cities, DCs, and delivery partnersIdentify and close experience gaps during peak periods and scale up

NPS, Complaints, and Escalation Management NPS Ownership Own NPS performance for Furniture and Household categoriesTrack promoters, passives, and detractors to identify experience driversEscalation Control Own management of customer escalations including leadership and board level escalationsReduce repeat escalations through faster resolution and ownership clarityRoot Cause Analysis Drive structured RCA for damages, delays, missed appointments, installation failures, and quality issuesTranslate insights into corrective and preventive actions

Delivery and Installation Experience Excellence Last Mile Experience Partner with supply chain and last mile teams to improve on time delivery, first attempt success, and communicationImprove damage free delivery through better handling, packaging standards, and partner governanceInstallation Readiness Ensure installation readiness through correct product condition, parts availability, and technician preparednessReduce re visits and failed installations

Customer Communication and Transparency Proactive Communication Drive proactive communication for order status, delivery scheduling, delays, and exceptionsReduce inbound customer queries through better visibility and messagingExpectation Management Ensure realistic promise dates and clear communication at order placementAlign promise versus execution

Process Improvement and Digitisation CX Process Excellence Simplify and standardise CX processes across channelsImprove resolution TAT and first contact resolutionDigitisation and Tools Partner with IT and product teams to improve CX tools, dashboards, and customer visibilityEnable real time tracking and exception alerts

Customer Feedback Integration and Closed Loop Governance Feedback Capture and Structuring Own structured capture of customer feedback from calls, complaints, escalations, NPS verbatims, and service interactions for Furniture and Household categoriesClassify feedback by journey stage such as order confirmation, delivery, damages, installation, communication gaps, and service behaviourClosed Loop Feedback Integration Establish a closed loop feedback mechanism to route issues to owning teams including warehouse operations, transportation, last mile delivery, installation, packaging, planning, and customer careDefine clear ownership, action plans, and closure timelines for each feedback categoryEscalation Driven Improvements Analyse repeat complaints and escalations to identify systemic gapsDrive corrective and preventive actions with respective departments based on root cause insightsOperational Feedback Reviews Lead weekly and monthly feedback review forums with supply chain, DCs, transport, installation, and customer care teamsTrack effectiveness of actions and reduction in repeat issuesCX to Operations Translation Act as the single point translating customer voice into operational improvementsEnsure learnings are embedded into SOPs, training, partner SLAs, and performance scorecardsLeadership Visibility Provide consolidated feedback insights and trend analysis to leadershipHighlight systemic risks and experience improvement opportunities