Customer Experience Manager at VGL Group
About VGL Group
Vaibhav Global Limited (VGL) is a leading electronic retailer of jewelry and lifestyle products. In FY 2023‑24, VGL reported a turnover of ~$365 million and employs 4,000+ people globally, with 3,000+ based in Jaipur, India.
Multi‑Channel Presence
* Shop LC (USA) – Live broadcasts to 60M+ homes with a strong e‑commerce presence.
* TJC, UK – Reaches 27M+ homes through TV and digital platforms.
* Shop LC Germany – Broadcasts to 40M+ homes, expanding VGL’s European market presence.
* Ideal World (UK) – Acquired in 2023, a leading UK teleshopping & digital sales platform.
* Mindful Souls – Acquired in 2023, a fast‑growing subscription‑based e‑commerce brand focused on spiritual and wellness products.
Social Impact & ESG Initiatives
* Your Purchase Feeds… – VGL’s flagship one‑for‑one meal program has provided 99M+ meals to schoolchildren in India, the US, and the UK.
* Employee Volunteering – Encourages employees to donate two hours monthly for charitable activities.
* Sustainability Commitment – Focused on renewable energy, waste reduction, and green initiatives.
* IGBC Award Winner – Recognized for excellence in green built environments at its Jaipur SEZ unit.
* Assigned a ‘Combined ESG Rating 72 (Strong)’ from ICRA ESG Ratings Limited.
Talent & Culture
* Humanocracy & Micro‑Enterprises – VGL fosters a decentralized, empowered work culture, enabling small, agile teams to drive innovation and ownership.
* Talent Density & Meritocracy – Prioritizing high‑performance teams, rewarding talent, and a culture of excellence.
* GPTW Certified – Recognized as a Great Place to Work across India, the US, the UK, and China.
Recognition & Achievements
* Top Exporter Award – Honored by GJEPC for being India’s largest exporter of silver and colored gemstones.
* Operational Excellence – A strong track record in value‑driven retail and customer‑centric growth.
Role Overview
The Senior Customer Experience Manager is responsible for designing, leading, and continuously improving the end‑to‑end customer journey across TV, digital, and service touchpoints. This role ensures exceptional customer satisfaction, loyalty, and lifetime value while aligning customer experience strategy with commercial and brand objectives.
Key Responsibilities
* Customer Experience Strategy
o Define and execute the CX strategy across TV, website, mobile app, and customer service channels.
o Own the end‑to‑end customer journey, identifying pain points and driving continuous improvement.
o Translate customer insights into actionable process, policy, and service enhancements.
* Operations & Service Excellence
o Lead and optimize contact centre operations (in‑house and outsourced).
o Ensure high service standards across order management, delivery, returns, refunds, and after‑sales support.
o Drive efficiency while maintaining a customer‑first culture.
* Performance & Analytics
o Own CX KPIs including CSAT, NPS, FCR, AHT, complaint resolution, and retention.
o Analyze customer feedback, call data, and digital behavior to improve service outcomes.
o Present insights and recommendations to senior leadership.
* Cross‑Functional Collaboration
o Work closely with Merchandising, Logistics, Technology, Marketing, and TV Operations.
o Support new product launches, campaigns, and high‑traffic TV events from a CX lens.
o Act as the voice of the customer in business decisions.
* People Leadership
o Lead, coach, and develop CX and service leadership teams.
o Build training frameworks focused on empathy, resolution, and brand experience.
o Foster accountability, ownership, and continuous learning within teams.
Key Skills & Competencies
* Strong leadership with a customer‑first mindset.
* Deep understanding of multi‑channel retail / live commerce CX.
* Data‑driven decision‑making and problem‑solving ability.
* Experience managing large service teams and vendors.
* Excellent communication and stakeholder management skills.
* Ability to balance service quality with operational efficiency.
Qualifications
* Graduate / Postgraduate in Business, Operations, or Customer Management.
* Proven experience in retail, e‑commerce, TV shopping, or high‑volume customer service environments.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Industries
Retail
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