Role Overview
The Customer Experience Manager will lead, shape, and execute Chello's end-to-end customer experience strategy. This role blends operations, empathy, systems thinking, and brand intuition, ensuring every customer interaction reflects warmth, clarity, and excellence.
You'll work closely with the founder, marketing, operations, and fulfilment teams to continuously improve service quality while scaling sustainable processes.
Key Responsibilities
Customer Experience & Service Excellence
- Own the overall customer journey across all touchpoints (email, WhatsApp, social DMs, website, post-purchase)
- Ensure timely, thoughtful, and on-brand responses to customer inquiries and issues
- Set service standards, tone of voice, and response guidelines aligned with Chello's brand values
- Handle complex or sensitive customer cases with professionalism and empathy
Process & Operations
- Design, implement, and continuously improve CX workflows and SOPs
- Manage customer service tools, inboxes, and CRM systems
- Work closely with logistics and operations to resolve order, delivery, and return issues efficiently
- Identify recurring pain points and propose data-backed improvements
Team Leadership
- Train, coach, and manage customer experience team members (current or future)
- Set performance benchmarks (response time, resolution quality, CSAT)
- Foster a customer-first mindset across the team
Insights & Strategy
- Track and analyze customer feedback, reviews, and service metrics
- Translate insights into actionable improvements for product, marketing, and operations
- Partner with marketing on retention, loyalty, and community-building initiatives
Requirements
- 4-7 years of experience in customer experience, customer success, or customer service management
- Experience in fashion, lifestyle, e-commerce, or premium consumer brands is highly preferred
- Strong leadership and people-management skills
- Excellent written and verbal communication skills
- Highly organised, detail-oriented, and solutions-driven
- Comfortable working in a fast-growing, founder-led environment
- Customer-obsessed with a strong sense of empathy and ownership
Interested candidates, please submit your resume by clicking on Quick Apply or send your resume to We regret that only shortlisted candidates will be notified.
