Customer Experience Manager

Job Description

Role: Customer Experience Manager Location: Lucknow (On-site or Hybrid) Experience: 2–5 years Type: Full-time Industry: D2C, Fashion, Lifestyle, or Consumer Brands About Hunnit Hunnit is a premium athleisure brand for urban Indian women who move with purpose. Designed to blend comfort, style, and function — we’re building a brand that truly understands what women want from everyday clothing. We’re bootstrapped, growing profitably, and ready to build a customer experience function that becomes our biggest strength. Role Description This is a full-time Customer Experience Manager role located on-site in Lucknow. The Customer Experience Manager will ensure customer satisfaction, analyze customer feedback, manage the overall customer experience, and communicate effectively with customers. We’re looking for an energetic and empathetic Head of Customer Experience who can lead all customer interactions, build thoughtful systems, and make sure every customer feels valued. You’ll be the first point of contact and the heartbeat of our post-purchase experience — helping us turn customers into loyal fans. What You'll Do Manage customer conversations across WhatsApp, Instagram, email, and website — ensuring fast, friendly, and clear responses Coordinate with the operations and logistics teams to solve delivery or product issues Build simple SOPs, FAQs, and internal processes to reduce friction and improve response quality Track CX metrics like response time, resolution rate, CSAT, and use insights to improve systems Share regular feedback with product, marketing, and ops teams to enhance the customer journey Surprise & delight loyal customers with thoughtful gestures and moments of joy Qualifications 2–5 years of experience in customer experience or customer success at a D2C brand, consumer startup, or lifestyle business Exceptionally clear communicator in English and Hindi Empathetic and calm under pressure — you know how to turn a complaint into a relationship Organized, process-driven, and always looking to make things better Excited to grow with a high-quality, founder-led brand Comfortable using tools like WhatsApp Business, Freshdesk, Google Sheets, etc. Bonus If You Have worked with fashion, lifestyle, or beauty brands Are based in Lucknow Enjoy fitness, wellness, or style trends — and speak the language of our customers What You’ll Get The chance to shape the voice of a fast-growing brand Hands-on experience working directly with the founders A culture that values trust, empathy, and excellence Competitive compensation and room to grow into a CX leadership role Show more Show less